A Study on Service Quality and User Satisfaction of the Natatorium at the Main Campus of National Taiwan Normal University

• Main Authors: Chang, Yu-Chung, 張譽鐘
• Other Authors: Cheng, Philip
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/18178296330235986684

碩士 === 國立臺灣師範大學 === 體育學系 === 98 === The purpose of this study was to understand demographic variables of the users using the natatorium at the main campus of National Taiwan Normal University (NTNU) and users’ evaluation of service quality of the natatorium and its satisfaction, to analyze the difference between different demographic variables of users’ evaluation of service quality of the natatorium and its satisfaction, and to explore the correlation between service quality of the natatorium and user satisfaction. This study was to adopt random sample of 500 users using the natatorium within August 2009 as its research subjects, and to self-design “The Questionnaire for Service Quality and User Satisfaction of the Natatorium at the Main Campus of NTNU” as its research instrument. There were 382 valid questionnaires retrieved from the research survey. All the data are analyzed by SPSS 12.0, using descriptive statistics, one-way ANOVA, independent samples, and Pearson product-moment correlation. The conclusions can be drawn as follows: 1. Demographic variables of the users using the natatorium at the main campus of NTNU: The natatorium users are most from the female student group, aged 21 to 30, with the income below NT$10,000, bachelor level or above and a swimming length of one and half year, using the natatorium two or three times each week and spending at the natatorium long for 61-91 minutes each time. 2. Users’ evaluation of service quality of the natatorium and its satisfaction: 1) Service quality: a. In the highest evaluation, the top-three items are “The whole facility of the natatorium with corresponding service”, “A friendly attitude to users from natatorium staffs”, and “Staffs offered an immediate service for users” in order. b. In the evaluation dimension, the top-three items are “General service quality”, “Professional service quality” and “Advanced service quality” in order. 2) Users’ satisfaction: a. In the highest evaluation, the top-three items are “The facility safety of the natatorium”, “Service attitude from natatorium staffs” and “Natatorium staffs’ professional competency” in order. b. In evaluation dimension, the top-two items are “Service satisfaction” and “Correlative satisfaction” in order. 3. Analysis of the difference between different demographic variables of users’ evaluation of service quality of the natatorium and its satisfaction: 1) There is no significant difference between users’ evaluation of service quality of the natatorium and its satisfaction and satisfaction of the users’ average spending hours at the natatorium every time. The users vary in different sex, age, education level, occupation, monthly income, swimming length and the frequency of weekly use. 2) Users spending at/below 30 minutes at the natatorium every time show a higher evaluation than those spending 31-60 minutes. 4. Correlation between service quality of the natatorium and user satisfaction: There is a significant correlation between dimensional service quality and user satisfaction, among which “Professional service quality” of the overall service quality and “Service satisfaction” of the overall satisfaction show the highest correlation.