| Summary: | 碩士 === 朝陽科技大學 === 休閒事業管理系碩士班 === 90 === In order to establish the effective criteria of service quality as reference for long-time running, this study was driven to understand the service quality and satisfaction of sports and leisure courses in YMCA, a non-profit institution. Clustered sampling was operated among 1,000 members from five different locations (Taipei area, Tai-Chung area, Chia-Yi area, Tai-Nan area and Kao-Hsung area) where sports and leisure courses are open to the public. The results were expressed by frequency, percentage, standard deviation, factor analysis, and correlational analysis. t-test examined the differences between sexual type and marriage condition toward “service quality” and “satisfaction” of sports and leisure courses. Also, One-Way ANOVA analyzed the differences between age and the location of YMCA,?0.05.
The findings indicated:
1. The means of questions about service quality listed from the top were the performance of instructors of sports and leisure courses were above average, the instructors of the course that I enroll have professional skill, instructors of the course that I enroll have professional knowledge, instructors of the course that I enroll could satisfy me the needs for professional knowledge and skills.
2. The means of questions about satisfaction listed from the top were personal hobbies to enroll these courses, these courses were challenge to my physical energy; these courses were helpful with my health; I can lessen pressure with these courses and these courses can promote my adaptability.
3. The dimension of factors of service quality were “trust and satisfaction”, “friendliness and courtesy” and “knowledge and skill”; The dimension of factors of satisfaction were “study and interaction”, “environment and health” and “interest and achievement”.
4. The factors of “service quality” and “satisfaction” about sports and leisure courses are apparently positive related; “trust and satisfaction”, “friendliness and courtesy” and “knowledge and skill” rank highest related to “environment and health”.
5. No significant level was reached between sexual type and marriage condition in the factors of “service quality” and “satisfaction” while t-test was utilized.
6. Analyzing by One-Way ANOVA, age reaches significant level in the factors of “satisfaction”; and again, the location of YMCA also reaches significant level in both the factors of “service quality” and “satisfaction”.
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