跳到主要內容

臺灣博碩士論文加值系統

(44.221.66.130) 您好!臺灣時間:2024/06/20 23:48
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:林志誠
研究生(外文):LIN, CHIH-CHENG
論文名稱:學校運動場館服務品質與涉入程度之研究-以國立中興大學體育館為例
論文名稱(外文):School Sports Venues of Service Quality and Involvement of National Chung Hsing University Satdium
指導教授:黃錦煌黃錦煌引用關係
指導教授(外文):HUANG, CHIN-HUANG
口試委員:李俊鴻賈凡
口試委員(外文):LI,CHUN-HUNGCHIA,FAN
口試日期:2021-07-22
學位類別:碩士
校院名稱:國立臺灣體育運動大學
系所名稱:運動事業管理學系碩士班
學門:民生學門
學類:運動休閒及休閒管理學類
論文種類:學術論文
論文出版年:2021
畢業學年度:109
語文別:中文
論文頁數:125
中文關鍵詞:運動場館服務品質顧客滿意度涉入程度再購意願
外文關鍵詞:Sports stadiumService qualityCustomers satisfactionInvolvementRepurchase intention
相關次數:
  • 被引用被引用:3
  • 點閱點閱:299
  • 評分評分:
  • 下載下載:113
  • 收藏至我的研究室書目清單書目收藏:0
近年來運動風氣日漸興盛,為了解中部地區運動場館的狀況,進而提高服務品質與滿意度等,並且透過消費者實際在使用上的反饋進行調查與檢討。本研究目的為探討台中國立中興大學體育館服務品質與涉入程度之研究,以中興大學體育館使用者為研究對象,探討使用者對於場館提供的服務品質、滿意度、涉入程度與再購意願各層面的關係,且透過問卷調查法進行資料蒐集,並以便利抽樣方式發放問卷。資料分析方式使用項目分析、信效度分析、描述性統計、探索性因素分析、驗證性因素分析與結構方程式等方法進行資料彙整與分析,本文重點探討國立中興大學體育館服務品質與涉入程度之間是否有影響,並以統計結果針對滿意度及再購意願交互檢定,結果顯示服務品質中工作人員、設施空間、價格維護及交通便利對滿意度皆產生影響;服務品質中設施空間及交通便利對於再購意願會產生影響;最後檢定涉入程度對服務品質與滿意度以及對服務品質與再購意願之中介效果部分成立。建議未來在中興大學體育館各場館依相對應提供服務之價格做調整與設備汰舊換新可以列入優先評估,並舉辦各種培養運動風氣的活動提高消費者涉入程度及場館回購意願,使體育館更具有競爭力。
Recently, sports become more popular in our life. In order to understand the situation of the sports center in Taichung, and improve the quality of service and satisfaction. As well as discussing and investigating our costumer’s feedback of utilization practically. The aim of our research is focusing on the service quality of the National Chung Hsing University (NCHU) Stadium, which bases on user’s involvement. This research purpose on survey stadium service quality, customers satisfaction, involvement and repurchase willingness, respectively and the relationship of each. Additionally, these results were adopted the questionnaires method and randomly survey the participants. Data analysis method was taken by item analysis, reliability, descriptive statistics, Exploratory Factor Analysis, confirmatory factor analysis and structural equation. To explore whether there is an impact between the service quality and involvement of NCHU Stadium. The research results are aimed at Service quality, involvement, satisfaction and repurchase intention that mostly present significant association. Results show that staff, facility, price and transportation in service quality impact satisfaction. Facility and transportation in service quality impact repurchase intention. Finally, Service quality through the mediation of involvement to satisfaction and repurchase intention present partially significant association. In the future, we must consider primarily to hold a various activity to attract people joining, to make price adjustments base on relative service and update the equipment in NCHU stadium. To improve consumer’s feedbacks and make the NCHU stadium more competition is our primary mission.
中文摘要 I
英文摘要 II
謝誌 III
目錄 IV

第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究範圍 5
第四節 研究流程 5
第五節 研究限制 7
第六節 名詞操作性定義 8
第七節 台中地區國民運動中心現況 9
第八節 國立中興大學體育館現況概述 10
第貳章 文獻探討 16
第一節 運動場館 16
第二節 服務品質 17
第三節 涉入程度 26
第四節 顧客滿意度 28
第五節 再購意願 30
第六節 研究假設 31
第參章 研究方法 34
第一節 研究架構 34
第二節 研究對象 35
第三節 研究工具 35
第四節 資料處理與統計方法 37
第五節 問卷前測程序 39
第肆章 結果與討論 53
第一節 背景資料統計分析 53
第二節 描述性統計分析 59
第三節 因素分析 68
第四節 驗證性分析 74
第伍章 結論與建議 99
第一節 結論 98
第二節 建議與限制 102
參考文獻 105
附錄 117
附件一 研究量表預試問卷 117
一、中文部分
王傑賢(2004)。體育館設施服務品質之顧客滿意度研究:以「國立台灣大學綜合體育館重量訓練室」為例。體育學報,36,181-194。
王水文(2016)。教育部體育署國民體育季刊,45(1)。運動I臺灣。
田文政(1993)。大專院校運動場地使用規畫之研究。體育學報,16,115-132。
巫喜瑞、梁榮達(2006)。職業棒球觀眾運動涉入、球隊評價及贊助效益之研究。觀光研究學報,4,345-369。
余宗龍、邵于玲(2004)。兄弟象與興農牛球迷涉入程度對球場設施環境與服務品質需求之研究。大專體育學刊,3,59-69。
宋孟遠、鄭佳宜、張世沛(2006)。服務性行銷對提升學校運動場館經營管理之探討。勤益學報,24,361-370。
高俊雄(2018)。教育部體育署運動統計。42。
孫顯鋒(2000)。國立大學校院實施校務基金後對運動場館使用影響之探討。大專體育,48,115-120。
康正男(2011)。大學運動場館營運成本分析:以臺灣大學綜合體育館大型集會活動爲例。體育學報, 44(2)。
陳俊賓、張家銘、葉素汝(2008)。運動中心參與者之消費者決策型態研究,嘉大體育健康休閒期刊,2,84-94。
蔡昀晃(2015)。羽球拍使用者品牌聯想、涉入程度與購買意願之研究(碩士論文)。取自
https://www.airitilibrary.com/Publication/alDetailedMesh1?DocID=U0084-2708201516200500
羅鴻仁(2014)。游泳俱樂部服務品質與顧客忠誠度之相關研究。興大體育學刊,13,9-19。
蘇崑宗(2005)。大專院校運動場館開放與管理之探討。大專體育,81,94-100 。
台中市政府運動局(2019)。台中市統計通報。取自file:///C:/Users/admin/Downloads/108-09-02_%E5%9C%8B%E6%B0%91%E9%81%8B%E5%8B%95%E4%B8%AD%E5%BF%83%E4%BD%BF%E7%94%A8%E6%A6%82%E6%B3%81.pdf

二、外文部分
Alexandris, K., Dimitriadis, N., & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality: An International Journal, 12(4), 224-237.
Aslan, M., & Koçak, M. S. (2011). Determination of the service quality among sport and fitness centers of the selected universities. Journal of Human Sciences, 8(2), 817-833.
Barki, H., & Hartwick, J. (1994). Measuring user participation, user involvement, and user attitude. MIS quarterly, 59-82.
Bitner, M. J. (1992). The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 57-71.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of retailing, 73(2), 185-210.
Breuer, C., Hallmann, K., & Wicker, P. (2011). Determinants of sport participation in different sports, Managing Leisure, 269-286, doi:10.1080/13606719.2011.613625
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of T. Journal of retailing, 66(1), 33.
Caruana, A., Money, A. H., & Berthon, P. (2000). Service quality and satisfaction–the moderating role of value. European Journal of marketing, 34(11), 1338-1352.
Celsi R, L., & Olson J, C. (1988). The role of involvement in
attention and comprehension processes. Journal of Consumer Research, 15, 210–224.
Chang, S., & Gibson, H. (2011). Physically active leisure and
tourism connection: Leisure involvement and choice of tourism activities among paddlers. Leisure Sciences, 33(2), 162-181.
Cheung, G. W., & Lau, R. S (2012) A Direct Comparison
Approach for Testing Measurement Invariance. Organizational Research Methods. 15(2), 167-198.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service
quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Crpmton, J. L., MacKay, K. J., & Fesenmaier, D. R. (1991). Identifying dimensions of service quality. Journal of Park and Recreation administration, 9(3), 16-25.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of marketing research, 28(3), 307-319.
Esaki, K. (2013). Analysis of influence of price to customer satisfaction based on the prediction models. Faculty of Science and Engineering, 5(3), 93-102.
Folkins, C. H., & Sime, W. E. (1981). Physical fitness training and mental health. American psychologist, 36(4), 373.
Foubert, J. D., & Grainger, L. U. (2006). Effects of involvement in clubs and organizations on the psychosocial development of first-year and senior college students. NASPA Journal, 43, 166-182.
Funk, D. C., Ridinger, L. L., & Moorman, A. M. (2004). Exploring origins of involvement: Understanding the relationship between consumer motives and involvement with professional sport teams. Leisure Sciences, 26(1), 35-61.
Funk, D. C., Toohey, K., & Bruun, T. (2007). International sport event participation: Prior sport involvement; destination image; and travel motives. European Sport Management Quarterly, 7(3), 227-248.
Kyle, G., Graefe, A., Manning, R., & Bacon, J. (2004). Effect of Activity Involvement and Place Attachment on Recreationists' Perceptions of Setting Density. Journal of Leisure Research. 36(2), 209-231.
Gilbert, A., Churchill, J., & Carol S. (1984). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 491-504.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Hallmann, K., Wicker, P., Breuer, C., & Schönherr, L. (2012). Understanding the importance of sport infrastructure for participation in different sports–findings from multi-level modeling. European Sport Management Quarterly, 12(5), 525-544.
Halstead, D., & Page, T. J. (1992). The effects of satisfaction and complaining behavior on consumer repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5(1), 1-11.
Havitz, M. E., Dimanche, F., & Bogle, T. (1994). Segmenting the adult fitness market using involvement profiles. Journal of Park and Recreation Administration, 3, 38-56.
Havitz, M, E., & Dimanche, F. (1997). Leisure Involvement Revisited: Conceptual Conundrums and Measurement Advances. Journal of Leisure Research, 29(3), 245-278.
Havitz, M, E., & Dimanche, F. (1999). Leisure Involvement Revisited: Drive Properties and Paradoxes. Journal of Leisure Research, 31(2), 122-149.
Hume, M., Mort, G. S. (2008). Understanding the role of involvement in customer repurchase of the performing arts. Journal of Nonprofit & Public Sector Marketing, 20(2), 299-328.
Jasinskas, E., Reklaitiene, D., Svagzdiene, B. (2013). Evaluation of service quality in fitness centres. Transformations in Business & Economics, 12(1), 108-124.
Juran, J, M. (1986). The Quality Trilogy. Quality Progress, 19 –24.
Jun, J., Kyle, G. T., Vlachopoulos, S. P., Vlachopoulos., Theodorakis, N, D., Absher, J, D., & Hammitt, W, E. (2012). Reassessing the structure of enduring leisure involvement. Leisure Sciences, 34(1), 1-18.
Kim, D., Kim, S. Y. (1995). QUESC: An Instrument for Assessing the Service Quality of Sport Centers in Korea, Eleventh Edition, Jouranal of Sport Management, 9(2), 208-220.
Kotler, P. (2002). Marketing Management, Eleventh Edition, New Jersey. Prentice Hall
Knoester, C., & Randolph, T. (2019). Father-child sports participation and outdoor activities: Patterns and implications for health and father-child relationships. Sociology of Sport Journal, 36(4), 322-329.
Ko, Y. J., & Pastore, D. L. (2005). A Hierarchial Model of Service Quality for the Recreational Sport Industry. Sport Marketing Quarterly, 14(2), 84-97.
Kyle, G., Bricker, K., Graefe, A., & Wickham, (2004). An examination of recreationists' relationships with activities and settings. Leisure Sciences, 26(2), 123-142.
Kyle, G. T., Absher, J. D., Hammitt, W. E., & Cavin, J. (2006). An examination of the motivation—involvement relationship. Leisure Sciences, 28(5), 467-485.
Lam, E. T., Zhang, J. J., Jensen, B. E. (2005a). Service Quality Assessment Scale (SQAS): An instrument for evaluating service quality of health-fitness clubs. Measurement in physical education and exercise science, 9(2), 79-111.
Lascu, D.N., Giese, T.D., Toolan, C., Guehring, B., & Mercer, J. (1995). Sport involvement: a relevant individual difference factor in spectator sports. Sport Marketing Quarterly, 4(4), 41‐46.
Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. Journal of services marketing, 14(3), 244-271.
Laurent, G., & Kapferer, J.-N. (1985). Measuring consumer involvement profiles. Journal of marketing research, 22(1), 41-53.
Mathe, K., & Slevitch, L. (2013). An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants. Journal of Hospitality & Tourism Research, 37(1), 29-50.
McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement. Journal of health care marketing, 14(3), 34-40.
Meenaghan, T. (2001). Understanding Sponsorship
Effects. psychology and Marketing, 18(2), 95-122.
Miloch, K. S., Lambrecht, K. W. (2006). Consumer Awareness of Sponsorship at Grassroots Sport Events. Sport Marketing Quarterly, 15, 147-154.
Mittal, B., & Lee, M, S. (1989). A causal model of consumer involvement. Journal of Economic Psychology, 10, 3, 363-389.
Moreno, F, C., Pardo, I, Q., & Gómez, J, J, M. (2008). The perception of service quality in sport services: differences according to sport facility, gender, age and user type in nautical services. RICYDE: Revista Internacional de Ciencias del Deporte, 4(10), 25-43.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 12-40.
Parks, J.B., Zanger, B., & Quarterman, J. (1998). Introduction to Sport Management. Comtemporary sport of management. Human Kinetics.
Paulssen, M., & Birk, M. M. (2007). Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics. Industrial Marketing Management, 36(7), 983-997.
Peyrot, M., & Van Doren, D. (1994). Effect of a class action suit on consumer repurchase intentions. Journal of Consumer Affairs, 28(2), 361-379.
Pitts, B. G., Slattery, J. (2004). An Examination of the Effects of Time on Sponsorship Awareness Levels. Sport Marketing Quarterly, 13, 43-54.
Raglin, J. S. (1990). Exercise and mental health. Sports Medicine, 9(6), 323-329.
Ratten, V., Tsiotsou, R., Ko, Y. J., Kim, Y. K., Kim, M. K., Lee, J. H. (2010). The role of involvement and identification on event quality perceptions and satisfaction. Asia Pacific Journal of Marketing and Logistics.
Richard, R. P., & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Rust, R. T., & Oliver, R. L. (1993). Service quality: New directions in theory and practice: Sage Publications.
Schumacker, R. E., & Lomax, R. G. (2004). A beginner’s guide to structural equation modeling (2nd ed.). Mahwah, NJ: Lawrence Erlbaum Associates.
Shank, M. D., & Beasly, F. M. (1998). Fan or fanatic: Refining a measure of sports involvement. Journal of Sport Behavior, 21(4),435-443.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of applied psychology, 88(1), 179.
Suttikun, C., & Chang, H.J. (2016). College students' satisfaction and involvement with the recreation center based on perceived service quality: The moderating effects of health and weight consciousness. Recreational Sports Journal, 40(2), 179-192.
Šíma, J., & Ruda, T. (2015). Conceptualization of methods designed to evaluation service quality in sport. AUC KINANTHROPOLOGICA, 48(2), 146-155.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Theodorakis, N. D., Koustelios, A., Robinson, L., & Barlas, A. (2009). Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports. Managing Service Quality.
Tsiotsou, R. (2005). Perceived quality levels and their relation to involvement, satisfaction, and purchase intentions. Marketing Bulletin, 16(4), 1-10.
Tsitskari, E., Antoniadis, C., &Costa, G. (2014). Investigating the relationship among service quality, customer satisfaction and psychological commitment in Cyprian fitness centres. Journal of Physical education and Sport, 14(4), 514.
Tsitskari, E., Tsiotras, D., &Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management & Business Excellence, 17(5), 623-631.
Turman, J. C., & Hendel, D. D. (2004). Changes in Students’ Recreation, Satisfaction and Perceived Benefits Following the Construction of a New Recreation Facility. Recreation Sports Journal. doi:10.1123/28.2.42.
Wright, S. (1921). Correlation and causation. Journal of Agricultural Research, 10, 557–585.
Walker, J. T., Farren, G., Dotterweich, A., Gould, J., Walker, L. (2017). Fitness Center Service Quality Model Confirmation SQAS-19. Journal of Park & Recreation Administration, 35(4), 49-58.
Weiss, R., Feinstein, A, H., & Dalbor, M. (2005). Customer satisfaction of theme restaurant attributes and their influence on return intent. Journal of Foodservice Business Research, 7(1), 23-41.
Yu, H. S., Zhang, J. J., Kim, D. H., & Chen, K. K. (2014). Service quality, perceived value, customer satisfaction, and behavioral intention among fitness center members aged 60 years and over. Social Behavior and Personality: an international journal, 42(5), 757-767.
Zaichkowsky, J. L. (1985). Measuring the Involvement Construct. Journal of Consumer Research, 12, 341-351.
Zaichkowsky, J. L. (1988). Involvement and the Price Cue. Journal of Consumer Research, 15, 323-327.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 羽球拍使用者品牌聯想、涉入程度與購買意願之研究
2. 服務品質、滿意度與忠誠度關係之研究─以中華電信公司ADSL顧客為例
3. 顧客滿意度與忠誠度之研究-以西式速食業為例
4. 消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響-於三種有形性比重不同服務業之比較
5. 顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究-以銀行業為例
6. 銀行業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究
7. 台北市市民運動中心服務品質、顧客滿意度與忠誠度之相關研究
8. 家電門市服務品質之顧客滿意度研究
9. 管理顧問業服務品質、顧客滿意度與顧客忠誠度研究
10. 知覺價格、知覺價值與知覺服務品質對消費者滿意度與再購意願影響之研究-以花蓮地區觀光飯店為例
11. 顧客導向、服務品質、顧客價值與顧客滿意度之關聯性研究-以花蓮地區國際觀光旅館為例
12. 百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活型態關係之研究-以台北市地區為例
13. 游泳池服務品質、顧客滿意度與再購意願之研究-以臺北縣三重市地區游泳池為例
14. 國際觀光旅館之品牌形象、服務品質與顧客滿意度及忠誠度之研究
15. 運動健身俱樂部服務品質、顧客滿意度與再購意願之研究—以桑富士運動俱樂部為例
 
無相關期刊