Study of the Relationship Between the Service Quality of Sport &Health Clubs and Their Member''''''''s Satisfaction

• Main Authors: Shen Shu-Chen, 沈淑貞
• Other Authors: Cheng, Chih-fu.
• Format: Others
• Language: zh-TW
• Published: 1999
• Online Access: http://ndltd.ncl.edu.tw/handle/34391073048496866195

碩士 === 國立臺灣師範大學 === 體育研究所 === 87 === The purposes of the present study is to find out (a) the demographic characteristics of sport & health club members and their motivation for joining clubs, (b) club service quality, (c) member satisfaction with club service quality, and (d) the relationship between member satisfaction and club service quality. The questionnaire "Survey of the Service Quality of Sports & Health Clubs in Taoyuan, Hsinchu, and Miaoli" was used to determine member satisfaction. The survey contained four parts: motivation for joining, club service, member satisfaction, and member demographic information. Subjects were members from seven sport & health clubs in study locations. The data collected were further analyzed with descriptive statistics, One-way ANOVA, and Pearson''''''''s Coefficients. It was found that: 1.Member demographic characteristics: Female members outnumbered male members. Most were of age 21-40. 90% graduated from senior high school. Most had BA degrees. Most were engaged in some form of business enterprise. Monthly income ranged from NT $20,001-NT$35,000. Married club members outnumbered single members. Most attended the club after 6 p.m. and stayed for less than 2 hours. Most attended twice or three times a week and had belonged to their clubs for less than 3 years. 2.Motivation Analysis: Motivation for joining was found to be related to the frequency and time of attendance. All members joined clubs for reasons of personal achievement and social contact. Frequency of attendance was based on relative need in these areas. Members who attended clubs at between 18-21 o''''''''clock expressed a higher need for achievement than those who attended between 15-18 o''''''''clock. 3.Member evaluation of club service quality: Members who attended their clubs four or five times per week confirmed the reliability and uniqueness of a club''''''''s services more than members who attended only once or less than once per week. 4.Analysis of member satisfaction: Members'''''''' satisfaction with a club showed significant difference in terms of educational background and attendance frequency. Members who had only elementary school education expressed greater satisfaction with club services than those who had graduate or professional school education. Those who attended their clubs more than once a week were more satisfied in the aspects of club location and marketing than those who attend only once per week or less. 5.Correlation analysis between service quality and member satisfaction: Club member satisfaction depended on the following factors: the professionalism of club staff, equipment, location, and advertising. The more members obtained from their club in service quality, the more they felt satisfied.