A Study of Parents’ Satisfaction with Service Quality of Sport Events for Parents and Children─Sport Events for Parents and Children in Chung-he City

• Main Authors: Huei-Ying Chen, 陳慧英
• Other Authors: Wei-Li Lin
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/40330340006990178753

碩士 === 國立體育學院 === 體育研究所 === 92 === The purpose of this study was to understand the demographic characteristics of the parents who taking part in sport events for parents and children; examine parents’ advance expectations of the sport events for parents and children and evaluations of their real experiences; contrast the advance expectations and real experiences of different parents from various backgrounds; then understand the parents’ satisfaction valuations of the service quality of the sport events for parents and children; contrast the differences among demographically different parents’ satisfaction with the sport events for parents and children. The data were collected by the “Service Quality of Sport events for parents and children Questionnaire” designed by the researcher. The samples were selected at random, and 421 entries were considered validated in 580 entries given out. The data were analyzed by descriptive statistics, factor analysis, t-tests, one-way ANOVA and product-moment correlation. The findings were as following: 1.Among the parents taking part in sport events for parents and children in Chung-he City female outnumbered; the participants were from 31 to 35 years old, in whose occupations “other” were the most; the participants having senior high degree or vocational degree were the most, among whose children the male outnumbered the female. 2.The parents’ advance expectations of sport events for parents and children from highest to the lowest were: competence, responsiveness, security, courtesy, convenience, understanding/ knowing the customers, and tangibility; their real experiences in it from the highest to the lowest were responsiveness, competence, courtesy, understanding/ knowing the customers, tangibility, security, and convenience. 3.Parents with different demographical variances had advance expectations of service quality of sport events for parents and children, differing from their real experience factors. (1)Parents with different sexes or occupations had significant differences on advance expectations of service quality of sport events for parents and children. (2)Parents with different ages, education degrees, and children sexes had no significant differences on advance expectations in participating in sport events for parents and children. (3)Parents with different occupations and children sexes had no significant differences on real experiences of service quality of sport events for parents and children. (4)Parents with different sexes, ages, and education degrees had significant difference on experiences of service quality of sport events for parents and children. 4.The parents’ evaluations of overall service quality of sport events for parents and children, from the highest dissatisfactory to the lowest, were: security, convenience, courtesy, responsiveness, tangibility, competence, and understanding/knowing the customers. 5.Contrasts of service quality satisfaction of parents with different demographical variances were: (1)Parents with different sexes and occupations had significant differences on service quality satisfaction with sport events for parents and children. (2)Parents with different ages, education degrees, and children sexes had service quality satisfaction that had not been up to the noticeable level. Following recommendations were pointed out according to the findings: 1.Recommendations on practical operations: (1)This research provided for kindergartens and the units concerned with references of overall service quality of holding sport events for parents and children. (2)The executive units should first consider workers’ proficiency enhancement and actively hold trainings for relevant professional employees. (3)Those schools in which there were children caring or relevant departments should plan to arrange such practical courses as holding children sport events into intern courses. (4)The factors of security and convenience were the most negative ones with the lowest evaluations, so that the executive units were suggested to take security and convenience into first considerations. (5)The executive units were suggested to take parents into members of sport events for parents and children preparation council and had them involved in planning process; questionnaire could be used to understand general parent’s need to enhance service quality. 2.Recommendations on sequent researches: (1)Owing to the different regions and customs, parents had different cognitions to service quality; therefore, in sequent research the regions might be expanded in order to understand in other areas parents’ needs. (2)Because of the objective and subjective limitations, this research was done by means of questionnaire survey; if later researchers might conduct deeper interviews, they must gain more abundant resources for their researches. (3)In the future kindergarten teachers or kindergarten owners might be the targets in sequent researches, in order to further understand the different situations that exist in service quality in sport events for parents and children.