學校游泳池使用者服務品知覺之研究-以台北縣立高中為例

Abstract

中文摘要

本研究的主要目的在瞭解台北縣立高中學校游泳池使用者對學校游泳池服務品質的知覺感受情形，以作為台北縣立高中學校游泳池改善服務品質之依據。本研究服務品質的測量工具，係參考以Parasuraman , Zeitheml&Berry 等人所發展的工具SERVQUAL。 學校游泳池服務品質之五大構面，分別為「有形性」、「可靠性」、「反應性」、「保證性」及「關懷性」。本研究於95年4月期間實施，共計得到有效問卷340份。調查所得資料，分別以描述性統計（平均數、標準差）、t-test、單因子變異數分析（One-way ANOVA）、Scheffe’s事後比較法等統計方法進行資料分析處理。所得重要結果如后： 一、使用者對學校游泳池服務品質的知覺感受程度評價排前面的三個項目為：「我認為在本校游泳池游泳是安全的」、「我認為本校游泳池深淺適中，是好的游泳環境」、「我認為本校的游泳教學師資均能教導我學游泳」；評價較差的三個項目為：「我認為本校游泳池衛浴設備的數量足夠上課使用」、「我認為本校游泳池的水質是清澈的」、「我認為本校游泳池內外的環境是乾淨的」。 二、不同性別的使用者在「關懷性」和「可靠性」構面的知覺，有顯著差異存在；不同年級別的使用者在「關懷性」和「有形性」構面的知覺，有顯著差異存在；不同游泳池種類的使用者在「關懷性」、「保證性」和「可靠性」構面的知覺，有顯著差異存在；不同游泳池經營模式的使用者在「關懷性」構面的知覺，有顯著差異存在。

關鍵字：台北縣立高中、學校游泳池、服務品質

Abstract

The purpose of this study is to mainly understand the users’ perception of service quality for school swimming pools, in addition, to use the findings as the basis of improving the service quality of swimming pool for Taipei County Senior High Schools. The assessment tool of service quality for this study is mainly refereed to the SERVQUAL which developed by Parasuraman, Zeitheml& Berry (PZB). The 5 major facets for service quality of the school swimming pool, which are “tangibility”, “reliability”, “responsiveness”, “assurance” and “empathy” respectively. This study is conducted on April 2006, and 340 valid questionnaires have been returned and collected. According to the data that collected from the field survey, the author conducted the following statistic methods respectively to process the data analysis, which included the descriptive statistics (mean, standard deviation), t-test, One-way ANOVA, and Scheffe post-hoc comparison, etc. The important research results obtained are shown as follows: 1.The top three items of assessment that the users’ perception for the service quality of school swimming pool are: “I think it’s safe to swim in our school’s swimming pool”; “I think the depth of our school swimming pool is appropriate and it’s a good swimming environment”; and “all our school’s qualified swimming instructors are able to teach me to learn swim”; however, the top three items with the poor assessment of service quality are: “I think the quantity of sanitary and bathing facility is enough for class”; “I think the water quality of our school swimming pool is clear”; and “I think the interior and exterior environment of our school swimming pool is clean”. 2.There is significant difference between genders in the facets of “empathy” and “reliability”; students of different grades have significant difference in the facets of “empathy” and “tangibility”; there is significant difference between different types of swimming pools in the facets of “empathy”, “assurance” and “reliability”; and different operation types of swimming pool have significant difference in the facet of “empathy”.

Key words: Taipei County Senior High Schools, School Swimming Pool, Service Quality