Evaluating the Service Quality of Taichung City Chao-Ma Civil Sports Center with the Critical Incident Technique

• Main Authors: KU, YU-CHAN, 辜煜展
• Other Authors: CHEN, WEI-CHIH
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/gbmes9

碩士 === 國立臺灣體育運動大學 === 休閒運動管理研究所 === 106 === The purpose of this study was to explore the service quality of Chao-Ma civil sports center in Taichung. This study adopted convenience sampling to collect demographics data and used the Critical Incident Technique (CIT) to gather critical issues of service quality. A total of 501 questionnaires were collected. The statistics showed that the users of the civil sports center were mostly between 23-39 years old, most of them were single and whose income was less than 30,000. Their residence was mainly near the civil sports center. After summarizing the critical issues, we found that among the four major service quality aspects, the environmental quality was the most valued by users. The overall facility status, air conditioning & ventilation, fitness center facilities status, space design & layout, and price were the most critical aspect of the substructure. As for unsatisfactory aspect, the following points needed to be watched, including facilities rules, waiting time, information & publicity, and bathroom.