An Application of IPA to Measure the Service Quality of Health Club-A Case Study of Gi-Dan Health Club
| Autor: | Chien-Chun Lin, 林建均 |
|---|---|
| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 This study is conducted on the members of the Miao Li Gi-Dan Health Club to understand the level of satisfaction members feel towards the service provided by the health club. 400 effective members were surveyed from March 11, 2007 through April 1, 2007. In total, 400 effective survey questionnaires were collected with the following findings: 1. There were significant differences concerning the level of satisfaction for the service provided by the health club in the following categories: “Type of Member”, “Frequency of Participation”, “Duration of Event Participation”, and “Time of Event Participation”. 2. Analyzing the differences between importance of service quality and the level of satisfaction after trial of the health club members, it is evident that “Competence of the Free Weights Trainer” showed the greatest discrepancy for personnel; “Space of the Aerobic Exercise Room” and “Providing Instructions for the Use of Exercise Equipments” showed greatest discrepancies for convenience; “Comfort Level of Air Conditioning” showed greatest discrepancy for the facilities and atmosphere of the health club: and “Safety of Surrounding Environment” showed greatest discrepancy for system. 3. The mean matrix of importance of service quality and the level of satisfaction after trial indicated that health club members thought that “Competence of the Free Weights Trainer”, “Competitence of the Aerobic Instructor”, “Comfort Level of Air Conditioning”, and “Safety of Surrounding Environment” were very important, but the level of satisfaction felt was below the mean. These are in need of immediate improvement. It is recommended that the health club take the following measures: Give free weight trainers and aerobic instructor on-the-job training to enhance their competence. Improve the lighting around the Dome, especially in the parking area to ensure member safety. Improve the air condition immediately to raise member satisfaction. We hope that the findings of this study can help the health club management improve the quality of service provided in the future. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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