A Research on Quality Improvement Indicators for Golf Course Field

• Main Authors: Hsien-kuei Yu, 游顯貴
• Other Authors: Wen-dwo Yang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/90992395283070399674

碩士 === 國立臺灣科技大學 === 管理研究所 === 96 === The purpose of this study was to examine the relationship between the service quality of Golf Course and customer satisfaction. Questionnaire survey was used in this research. So far customer satisfaction was mostly seen as a one-dimensional measurement the higher the perceived product quality, the higher the satisfaction of customer and vice versa. However meeting individual customer’s product requirements to a great extent does not necessarily guarantee a high level of customer satisfaction. We also used Matzler and Hinterhuber’s quality improvement index to calculate the extent of satisfaction and dissatisfaction. The conclusions of this research can be summarized as follows： (1)42 items concerning Design are discussed of which 7 items are classified as attractive quality, 15 items are classified as one-dimensional quality, 3 items are indifferent quality, 17 items are classified as must-be quality and none of the items are classified as reverse quality. (2) Quality Improvement Index can be classified 5 clusters. Cluster 1: slightly increase satisfaction and highly decrease dissatisfaction. Cluster2: weakly increase satisfaction and strongly decrease dissatisfaction. Cluster 3: highly increase satisfaction and strongly decrease dissatisfaction. Cluster 4: slightly increase satisfaction and highly decrease dissatisfaction. Cluster 5: highly increase satisfaction and weakly decrease.