A Study on the Customer’s Participation Behaviors and Satisfaction with Yazhi Gymnasium, Hualien City

• Main Authors: WU SHIEH WEI, 巫賢偉
• Other Authors: 吳國銑
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/23912088445619922153

碩士 === 國立花蓮教育大學 === 體育教學碩士學位班 === 96 === A Study on the Customer’s Participation Behaviors and Satisfaction with Yazhi Gymnasium, Hualien City January, 2008 Graduate Student: Wu, Shieh-wei Instructor: Professor Wu, Guo-xian Abstract: The research aims to explore customer’s participation behaviors and satisfaction with Yazhi Gymnasium, Hualian City and the differences between them. The research adopted questionnaire survey method and used self-compiled “The questionnaire for the survey of customer’s participation behaviors and satisfaction with Yazhi Gymnasium in Hualian City” as the research tool. Total 500 questionnaires were distributed to the subjects who were randomly sampled among members of the gymnasium for the survey. 448 copies of effective questionnaires were returned and received. The ratio of effective questionnaires was 87.5%. The data was processed by various statistics and tests including descriptive statistics, Chi-Square Test, Independen Sample Test, One-Way ANOVA, Scheffe Post-Hoc Test. After analysis and discussion, we had following conclusions: 1. The female members were more than male members in the club; most of members were 21 to 60 years old, had academy or university degree and the monthly income was under NT$30,000. The results of statistics were consistent with the results of related researches. But the other statistics including that the occupation of most of members being military, police, public functionary and teacher, most of members being married and the ratio of over 50 years old members being higher than the statistics in any other related researches indicated that the variable of population statistics of members would be different with the factor of location. 2. The ratio of members who participated exercises for two to three times or more a week was 94.3%. It meant that the members already had accustomed to regular exercises and the club was a good place for members to exercises; 3. The integral customer satisfaction standard was between “average” to “satisfaction”. In six aspects of customer satisfaction, members were most satisfied with “personal services” while relatively not satisfied with the aspect of “prices”. Therefore, it is necessary for the club to further understand the opinions and thought of members and provide with proper responding strategies to enhance the satisfaction of customers; 4. There were significant differences of participation behaviors between ages, education levels, occupations, marital status and monthly income of members; 5. There were significant differences of customer satisfaction between variables of ages, education levels, and monthly income. Among them, morning swimming members had higher satisfaction whereas the higher the education level and income is, the higher requirement for various apsects of the club will be; 6. There were significant differences of customer satisfaction in members between the variables of participation time sections, participation forms and time on traffics. Among them, the participants who came to gymnasium in off-peak time sections had higher satisfaciton while the participants who came to gymnasium with their family members spent less time on traffics had higher satisfaction on the aspect of “convenience”. Keywords: sports, health and leisure club, participation behviors, customer