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| 題 名 | 高爾夫球場服務品質與顧客滿意度之研究--以東方球場為例=Research on the Golf Course's Quality of Service and Customer's Satisfaction--Take the Orient& Country Club as Example |
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| 作 者 | 謝榮豐; 邱裕新; 楊凱帆; 廖語涵; 李姿誼; | 書刊名 | 運動健康休閒學報 |
| 卷 期 | 4 2013.03[民102.06] |
| 頁 次 | 頁152-158 |
| 分類號 | 528.9243 |
| 關鍵詞 | 高爾夫球場; 服務品質; 顧客滿意度; Golf course; Quality of service; Customer satisfaction; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 本研究目的在於探討東方高爾夫球場服務品質與顧客滿意度之現況,並進一步了解不同背景變項在球場服務品質、顧客滿意度之差異情形。本研究採問卷調查法,以便利抽樣方式抽取400份東方高爾夫球場消費者做為主要研究對象,本研究有效問卷400份。所得到的數據資料採用描述性統計、因素分析、t檢定、單因子變異數分析等統計方式進行處理,其結果發現:一、在本研究中,東方高爾夫球場消費顧客以男性居多,年齡以41-50歲為主,婚姻狀況以已婚居多,教育程度以高中職居多,職業已從商者居多,個人月收入已60,001元以上居多,居住地以北部(臺北、桃、竹、苗)居多。二、在整體服務品質構面方面,顧客對「關懷性」比較同意。在整體顧客滿意度方面,顧客對「環境與衛生」感到同意。三、人口統計變項在服務品質差異上,顧客在性別、年齡、婚姻、教育程度、職業、個人月收入、居住地區都有顯著差異。在顧客滿意度方面,顧客在性別、年齡、婚姻、教育程度、職業、個人月收入、居住地區都有顯著差異。 |
| 英文摘要 | The purpose of this study is to investigate the quality of services provided currently by the Orient Golf & Country Club and its customers satisfaction on the services received. In addition, this study intends to explore the difference between service quality and customers satisfaction on the different background variance items. This study was conducted by employing a questionnaire survey. By way of a convenient sampling, 400 Orient Golf & Country Club customers were the subjects. The number of valid samples is 400. The data collected are analyzed by descriptive statistics, factor analysis, t-test, and one-way ANOVA. The results are shown as follows: 1. The majority of the Orient Golf & Country Club customers are male. Their age ranges from 41 to 50. The marital status of the customers is mostly married. They are mostly high school or vocational high school graduates. Most of them engaged in running business. Their monthly income is mostly above NT$60,001. Their residential area is mostly in the northern part (Taipei, Taoyuan, Hsinchu, and Miaoli) of Taiwan.2. In the dimension of overall quality of service, customers agree more on the item of “Customer Caring”. On the aspect of overall customer satisfaction, customers agreed on the item of “Clearance and Maintenance of Environmental Sanitation”.3. Among the variables of demographic statistics on the quality of service, there are significant differences in the items of sex, age, marriage, education level, occupation, personal monthly income, residential area. On the aspect of customer satisfaction, there are significant differences in the items of customers' sex, age, marriage, education level, occupation, personal monthly income, and residential area. |
本系統中英文摘要資訊取自各篇刊載內容。