中華民國木球協會服務品質與滿意度之研究
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2005
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本研究主要目的旨在瞭解木球運動參與者對木球協會服務品質與滿意度的情形，並比較不同人口統計變項之木球運動參與者對其之差異。研究對象為2001年1月至2005年12月間參與過木球協會主辦之相關活動之參與者共500位，且以自編之「木球協會服務品質評價與滿意度調查問卷」為研究工具進行調查，有效樣本計413份。研究結果發現：
一、木球運動參與者以男性、60歲以上、教育程度為高中（職）、球齡5~7年、參與協會活動總次數0~5次者為主。
二、服務品質評價─網路部分使用者知覺協會網站服務品質為良好；在一般性服務品質部分：
（一）評價最高的前三個項目，依序為「協會工作人員服務態度親切有禮」、「協會工作人員之整體服務表現是良好的」、「協會提供之整體服務是良好的」。
（二）評價最低的前三項分別為「協會能履行所作之承諾」、「協會工作人員之專業知識足以處理協會相關業務」、「協會及時提供所需之服務」。
（三）構面評價部分由高至低之排序則為「服務表現」、「保證性服務」、「可靠性服務」。
三、滿意度─網路部分使用者對協會網站偏屬中上之滿意程度；在一般性服務滿意度部分：
（一）最高的前三個項目分別為「協會工作人員服務表現」、「協會工作人員之服務態度」、「協會整體服務」。
（二）最低的前三項依序為「協會所作承諾之履行」、「協會提供之及時性」、「協會工作人員執行服務之結果」。
四、不同年齡及參與活動次數之木球運動參與者對木球協會各構面之服務品質及滿意度皆有顯著差異存在。
五、服務品質各構面與顧客滿意度間，皆呈現正相關，其中以服務品質的「整體服務品質」與滿意度的相關程度最高。
The purposes of this study were to understand the woodball participants’ perception about the service quality and satisfaction of Chinese Taipai Woodball Accosiation (CTWA), and to compare different degree of service quality and satisfaction of CTWA according to different participants’ background. 500 subjects were selected from the participants who took part in the activity of CTWA during 2001-2005. The questionnaire titled “Service Quality and Satisfaction of CTWA” was applied as the tool to cellect data. 413 samples were valid for this study. The results showed as the followings: 1. Most of the woodball participants were male, over 60 years old, earned high school education, had the woodball experience between 5~7 years, and participated the activity 0~5 times. 2. Percived service quality─ of the internet, the level users felt was good. In terms of the general service, the results were: (1) The top 3 items was “The service attitude of association staff is kind and courteous.”, “The whole service performance of association staff is good.”, “The whole service of association is good. ”. (2) The lowest 3 items was “The association can fulfill the pledge which complies”, “The association staff's specialized knowledge sufficiently processes the association related service”, “The association can provide the service which needs promptly.”. (3) The seniorrity of the dimension was “Service expression”, “Assurance”, “Reliability”. 3. Satisfaction─ of the internet, the level users felt was good. In terms of the general satisfaction, the results were: (1) The top 3 items were “The performance of the association staff’s service.”, “The association staff's service attitude”, “The whole service of association.”. (2) The lowest 3 items were “The association promises the pledge.”, “The service can be provide promptly.”, “The result of carring out the service by association staff.”. 4. There were significant difference between the service quality and satisfaction with different age and activity times involved. 5. There were positive correlations between the service quality and satisfaction, especially in “total service quality”.
The purposes of this study were to understand the woodball participants’ perception about the service quality and satisfaction of Chinese Taipai Woodball Accosiation (CTWA), and to compare different degree of service quality and satisfaction of CTWA according to different participants’ background. 500 subjects were selected from the participants who took part in the activity of CTWA during 2001-2005. The questionnaire titled “Service Quality and Satisfaction of CTWA” was applied as the tool to cellect data. 413 samples were valid for this study. The results showed as the followings: 1. Most of the woodball participants were male, over 60 years old, earned high school education, had the woodball experience between 5~7 years, and participated the activity 0~5 times. 2. Percived service quality─ of the internet, the level users felt was good. In terms of the general service, the results were: (1) The top 3 items was “The service attitude of association staff is kind and courteous.”, “The whole service performance of association staff is good.”, “The whole service of association is good. ”. (2) The lowest 3 items was “The association can fulfill the pledge which complies”, “The association staff's specialized knowledge sufficiently processes the association related service”, “The association can provide the service which needs promptly.”. (3) The seniorrity of the dimension was “Service expression”, “Assurance”, “Reliability”. 3. Satisfaction─ of the internet, the level users felt was good. In terms of the general satisfaction, the results were: (1) The top 3 items were “The performance of the association staff’s service.”, “The association staff's service attitude”, “The whole service of association.”. (2) The lowest 3 items were “The association promises the pledge.”, “The service can be provide promptly.”, “The result of carring out the service by association staff.”. 4. There were significant difference between the service quality and satisfaction with different age and activity times involved. 5. There were positive correlations between the service quality and satisfaction, especially in “total service quality”.
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木球運動, 服務品質, 滿意度, woodball, service quality, satisfaction