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The study of exercise participation motivation and the relationship among service quality, customer satisfaction, and customer loyalty at selected fitness health clubs in Taipei City, Taiwan.

机译：对台湾台北市特定健身俱乐部的运动参与动机以及服务质量，客户满意度和客户忠诚度之间关系的研究。

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摘要

The study was designed to determine what motivates customers to participate in exercise at fitness health clubs and to examine and identify the relationship among service quality, customer satisfaction, and customer loyalty at fitness health clubs in Taipei City Taiwan. The four instruments of modified Quality of Service Scale (QSS) (Lim, 2006), Customer Satisfaction Scale (CSS) (Lim, 2006), Attitudinal Loyalty Survey of Participant Sport/Fitness Clubs (ALSPSFC) (Chang, 2002), and Motivation for Exercise Inventory (MEI) (Chou and Ho, 2005) were used to measure service quality, customer satisfaction, customer loyalty, and exercise participation motivation. Five-hundred-forty active members (270 male and 270 female members) at six selected fitness health clubs in Taipei City, Taiwan were surveyed during May to July 2008. Five-hundred-forty survey questionnaires were distributed with 475 valid questionnaires being received for a return rate of 88%.;Based on the results of MEI motivational factor analysis, both male and female members had higher mean scores on fitness/health aspect of motivational factor. It indicated that exercise participants were mostly motivated by fitness/health reasons, and they expected to gain improvement on overall bodily health and fitness, and function of the immune system as a result of exercise.;The results of independent sample t-test showed that there was no statistical difference between male and female customers' exercise participation motivations. This suggested that there was no statistical difference between male and female customers' exercise participation motivations, which indicated that both male and female members would be equally motivated to participate in exercise on the motivational factors of fitness/health, appearance/weight management, stress/emotion management, and social/intellectual. The results could further explain that both male and female customers perceived approximately the same level of influences toward different motivational factors; the level of the influence of each motivational factor was the only difference.;There were statistically positive relationships between service quality and customer satisfaction, service quality and customer loyalty, and customer satisfaction and customer loyalty. It indicated that good service quality result in satisfied and loyal customers, and satisfied customers result in loyal customers.;Results of the stepwise regression analysis indicated that the best predictor of service quality for customer satisfaction was "facility," which explained 86% of the variance of the customer satisfaction. "Health/fitness" was the second best predictor of service quality for customer satisfaction. Overall, approximately 92% of the variance of customer satisfaction could be explained by combining the factors of "facility" and "health/fitness". It is suggested that the fitness health club management should enhance the overall service quality emphasizing on "facility" and "fitness/health" aspects of service quality in order to generate more satisfied members.;The best predictor of customer loyalty for customer satisfaction was "normative" loyalty followed by "affective" loyalty and "investment" loyalty. It indicated that fitness health members who possess normative loyalty would have higher level of sense of necessity for clubs. They consider going to the clubs they joined has become part of their necessarily daily routine, and also they feel that the clubs they joined can provide them with needed exercise programs, equipment, or expertise which meet their interests or needs. As a result, they are satisfied with the clubs.
机译：该研究旨在确定促使消费者参加健身俱乐部的运动的动机，并检查并确定台湾台北市健身俱乐部的服务质量，客户满意度和客户忠诚度之间的关系。修改后的服务质量量表（QSS）（Lim，2006），客户满意度量表（CSS）（Lim，2006），参与运动/健身俱乐部的态度忠诚度调查（ALSPSFC）（Chang，2002）和动机四项工具运动量表（MEI）（Chou和Ho，2005）用于衡量服务质量，客户满意度，客户忠诚度和运动参与动机。在2008年5月至2008年7月，对台湾台北市六个选定的健身俱乐部的540位活跃成员（270位男性和270位女性）进行了调查。分发了540份调查问卷，共收到475份有效问卷。基于MEI动机因素分析的结果，男性和女性成员在动机因素的健康/健康方面均具有较高的平均得分。这表明运动参与者主要是出于健身/健康原因，他们希望运动后整体健康和健身状况以及免疫系统功能得到改善。;独立样本t检验的结果表明：男性和女性顾客的运动参与动机之间没有统计学差异。这表明，男性和女性顾客的运动参与动机之间没有统计学差异，这表明男性和女性成员在健身/健康，外观/体重管理，压力/压力等动机因素上具有同等的动机参与运动。情绪管理和社交/智力。结果可以进一步说明，男性和女性顾客对不同动机因素的影响程度大致相同。各个动机因素的影响程度是唯一的差异。服务质量和客户满意度，服务质量和客户忠诚度，客户满意度和客户忠诚度之间存在统计上的正相关关系。它表明，良好的服务质量导致满意和忠诚的客户，满意的顾客导致忠诚的客户。；逐步回归分析的结果表明，对客户满意度而言，服务质量的最佳预测指标是“设施”，这解释了86％的客户满意度。客户满意度的差异。 “健康/健身”是服务质量中客户满意度第二好的预测指标。总体而言，可以通过组合“设施”和“健康/健身”因素来解释大约92％的客户满意度差异。建议健身俱乐部的管理人员应提高服务质量的整体水平，强调服务质量的“设施”和“健身/健康”方面，以产生更多满意的成员。“顾客忠诚度对顾客满意度的最佳预测指标是”规范”的忠诚度，然后是“情感”的忠诚度和“投资”的忠诚度。它表明，具有规范性忠诚度的健身健康成员对俱乐部的需求感会更高。他们认为去参加的俱乐部已经成为他们日常必不可少的一部分，并且他们认为加入的俱乐部可以为他们提供满足他们的兴趣或需求的必要的锻炼计划，设备或专业知识。结果，他们对俱乐部感到满意。

著录项

  • 作者

    Lin, Hung-Yung.;

  • 作者单位

    United States Sports Academy.;

  • 授予单位 United States Sports Academy.;
  • 学科 Health Sciences Recreation.;Recreation.;Psychology Behavioral.
  • 学位 Ed.D.
  • 年度 2010
  • 页码 121 p.
  • 总页数 121
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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