| Summary: | 碩士 === 臺北市立教育大學 === 體育學系碩士班 === 100 === A Study on Effect of Service Quality, Customer
Satisfaction of Swimming Pools Outsourcing
Management in Taipei on the Repurchase
Intention
Mei-Fong Pan
Taipei Municipal University of Education
Abstract
The purposes of this study are to investigate the desire to repurchase
service quality, customer satisfaction of Taipei citys’ swimming pools’
that is managed by the government’s outsource company. This study used
Questionnaire Survey to investigate Taipei Tian Xi swimming pool,
Taipei Wan Fang swimming pool, Taipei Ching Mei swimming pool,
Taipei Rong Sing swimming pool and Taipei Yu Cheng swimming pool,
all five swimming pools’ 512 customers’. The Data were analyzed by
Descriptive Statistics, Repeated Measures, Independent Sample T-Test,
One Way MANOVA, One Way ANOVA, Person Product-Moment
Correlation, and Multiple Regression Analysis. In this study, the level of
significance was set at α = .05. The findings are presented as follows: 1.
Most of the consumers are female; age under 30; graduated from college;
income between 17,001 to 30,000 and under 17,001. Exercising from 61
to 90 minutes; Exeruising 2 to 3 times a week. 2. The consumers cane
most about“Assurance”factor, the most satisfied“service staff”factor, the
most and willingness to“Repurchase”factor. 3. In service quality, the
female customers are more the the male customers ; age 51 are more than
age 31to 40; graduate students or upon are more than high school students
or below ; income upon 45,001 are more than income below 45,000;
Exercising from 61 minutes to upon are more than 60 minutes and below ;
exercising 4 to 5 times a week are above then 3 times and below. In
customer satisfaction, age upon 41 are more than age below 40 graduated
students or upon are more than high school students or below ; income
upon 60,001 are more than income below 60,000; exercising for 60
minutes are more than 61 to 90 minutes ; once a week are more than
twice a week. In repurchase intention, female are more than male ; age
below 30 are more than age upon 61, high school students or below are
more than graduat students or upon ; income 60,001 are more than
income below 60,000. Exercising from 61 to 90 minutes are more than 90
minutes are below; once a week are more than twice or upon a week. 4.
The consumers think the service qualitie’s “Tangibles”, “Assurance” and
“Reliability” factors could efficiently predict satisfaction. The “Tangib-
les”, “Empathy” , “Reliability”factors could efficiently predict repurchase
intention. The consumers think the customer satisfaction’s“price and
promotion satisfaction”, “environment and facilities” and “service staff”
factosr could efficiently predict repurchase intention.
Keywords: operate transfer, service quality, customer satisfaction, repurchase intention.
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