臺北市立中小學游泳池委外經營現況與困境之研究

Abstract

本研究之目的在瞭解臺北市立中小學游泳池委外經營之服務品質、顧客滿意度及其相關情形，並探討游泳池經營期間學校與業者面臨之問題。研究範圍為臺北市立中小學游泳池已辦理委外經營之17所學校游泳池，研究對象為前往該17所學校游泳池消費之顧客，透過「臺北市立中小學游泳池委外經營現況與困境之研究調查問卷」進行服務品質與滿意度調查，總計回收564份有效問卷，所得資料以描述性統計、t檢定、單因子變異數及皮爾森積差相關等統計方法進行分析。另以「臺北市立中小學游泳池委外經營現況與困境之研究訪談大綱」，訪談2位學校行政代表及4位業者代表，探究經營期間所面臨的問題。研究結果發現：一、游泳池服務品質平均得分為3.60，呈現中等的水準；不同性別、年齡、現居地於服務品質構面上有顯著差異存在。二、顧客滿意度平均得分為3.58，呈現中等的水準；不同性別、現居地、職業於顧客滿意度構面上有顯著差異存在。三、游泳池服務品質與顧客滿意度呈現正相關情形；其中以服務品質之「關懷性」和滿意度之「游泳池之便利性」構面相關值最高。四、學校游泳池經營業者之營運多數處於虧損，但學校對於業者的服務品質感到滿意。五、游泳池委外經營期間，學校面臨「暑期游泳訓練營開班衝擊業者營運」與「溝通不良」問題；業者面臨「暑期游泳訓練營相關規範」、「溝通不良」、「學校缺乏委外觀念」及「設備維修歸屬」等問題。Many primary and secondary schools in Taipei City chose to outsource the operation of their swimming pools. This study aimed to investigate the service quality, customer satisfaction, the relation between these two factors, and also the problems to the schools and outsourcing operators during the opening seasons. This study focused on 17 primary and secondary schools which outsourced the operation of their swimming pools, and conducted a survey of their customers on the service quality of the swimming pools and the customer satisfaction with “Questionnaire on the Current Situation and Difficulties of Outsourcing the Operation of the Swimming Pools in Primary and Secondary Schools in Taipei.” A total of 564 valid questionnaires were collected and analyzed with descriptive statistics analysis, t-test, one-way ANOVA, and Pearson product-moment correlation coefficient. Besides, 2 school administrators and 4 outsourcing operators were interviewed about the problems they faced during the opening seasons with “The Guidelines of Interview on the Current Situation and Difficulties of Outsourcing the Operation of the Swimming Pools in Primary and Secondary Schools in Taipei.” The findings were as follows: 1) the average service quality was medium (M= 3.60), while significant differences existed among different genders, ages, and living places; 2) the average customer satisfaction was medium (M= 3.58), while significant differences existed among different genders, living places, and occupations of the customers; 3) the service quality and customer satisfaction were positively correlated, while the facets of “Concern” in service quality and “Convenience of the swimming pool” in customer satisfaction were the most correlated; 4) Most outsourcing operation of the school swimming pools was under deficit, but schools felt satisfied with the service quality of the outsourcing operation; 5) during the opening seasons, the schools suffered from problems of “government-organized summer swimming camps diminishing profits of the manager” and “poor communication with the operators,” while the outsourcing operators suffered from problems of “regulations concerning government-organized summer swimming camps,” “poor communication with the schools,” “schools not being familiar with outsourcing the operation,” and “allocation of responsibility for equipment maintenance.”