A Study of Service Quality and Satisfaction of Chinese Taipai Woodball Accosiation

• Main Authors: Ni, Yu Shan, 倪玉珊
• Other Authors: Cheng, S. T. Philip, Ph. D.
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/81888611809039620058

碩士 === 國立臺灣師範大學 === 體育學系 === 94 === The purposes of this study were to understand the woodball participants’ perception about the service quality and satisfaction of Chinese Taipai Woodball Accosiation (CTWA), and to compare different degree of service quality and satisfaction of CTWA according to different participants’ background. 500 subjects were selected from the participants who took part in the activity of CTWA during 2001-2005. The questionnaire titled “Service Quality and Satisfaction of CTWA” was applied as the tool to cellect data. 413 samples were valid for this study. The results showed as the followings: 1. Most of the woodball participants were male, over 60 years old, earned high school education, had the woodball experience between 5~7 years, and participated the activity 0~5 times. 2. Percived service quality─ of the internet, the level users felt was good. In terms of the general service, the results were: (1) The top 3 items was “The service attitude of association staff is kind and courteous.”, “The whole service performance of association staff is good.”, “The whole service of association is good. ”. (2) The lowest 3 items was “The association can fulfill the pledge which complies”, “The association staff's specialized knowledge sufficiently processes the association related service”, “The association can provide the service which needs promptly.”. (3) The seniorrity of the dimension was “Service expression”, “Assurance”, “Reliability”. 3. Satisfaction─ of the internet, the level users felt was good. In terms of the general satisfaction, the results were: (1) The top 3 items were “The performance of the association staff’s service.”, “The association staff's service attitude”, “The whole service of association.”. (2) The lowest 3 items were “The association promises the pledge.”, “The service can be provide promptly.”, “The result of carring out the service by association staff.”. 4. There were significant difference between the service quality and satisfaction with different age and activity times involved. 5. There were positive correlations between the service quality and satisfaction, especially in “total service quality”.