2010年全國身心障礙國民運動會服務品質與滿意度之研究

Abstract

本研究旨在瞭解2010年全國身心障礙國民運動會的服務品質與滿意度情形。本研究採調查法，共發放1,200份問卷，回收有效問卷計802份，其中包括選手465份、隊職員337份。研究工具除了人口統計變項問卷外，還包括服務品質量表與滿意度量表。以描述性統計、獨立樣本t檢定、獨立樣本單因子變異數分析、雪費事後比較、皮爾森積差相關與一般多元迴歸分析等統計方法進行資料處理與分析。本研究主要結論如下： 一、參與者男性多於女性，教育程度與收入偏低，且年齡層以31-50歲為主，參與者多是第一次參加本運動會，缺乏國際相關賽事參與經驗。 二、不同參與者特性，例如：性別、殘障別、參加身份等，在服務品質各構面與滿意度有顯著差異存在。 三、參與者在「周遭環境」、「場館設計」、「設施安全」、「作業流程」、「時間流程」、「活動社交」等服務品質構面與滿意度之間具有正相關。 四、服務品質構面中以「專業」、「設施安全」、「時間流程」、「活動社交」對滿意度具有顯著解釋能力。 整體而言，參與者對本屆運動會服務品質之滿意度均呈正向評價，基於上述研究發現，本研究就實務面與後續研究等方面，提出建議，期能提供往後全國身心障礙國民運動會主辦單位一個改善的依據，創造更優質的賽會環境，同時提升身心障礙族群的運動權。

The purpose of this study was to understand the satisfaction and service quality of participants for the 2010 National Disabled Games in Chiayi. Participants were 802 athletes and officials (465 were athletes; 337 were officials) recruited form the Games. Instruments used in this study which included the demographics, the sport service quality inventory and the satisfaction scale. Based on the analyses of descriptive statistics, t-test, oneway ANOVA, Scheffé's method, Pearson’s correlation, and multiple linear regression analysis, the major results and findings were as follows: 1.Most participants were males which aged between 31 and 50 years old with lower education and income. 2.There were differences among gender, physical disability groups, and competition levels on the perceived service quality and satisfaction. 3.The service quality factors (ambient, design, equipment, range of program, operating time, and sociability) were positive correlated to satisfaction for the participants. 4.The service quality factors (expertise, equipment, operating time, and sociability) were significantly to explain the degree of satisfaction. In summary, the study hopes that it may inspire future Organizing Committee of the National Disabled Games to make the Games more perfect and especially to promote the right of taking part in sport for the disabled.