商業スポーツ施設における会員の満足度の変化に関する研究

概要

論文の詳細を見る
The purpose of this research is to provide feed back to management of commercial fitness club in order to maintain and improve consumer satisfaction. This research applied the "discrepancy model" to explain changing consumer satisfaction scores. The model states that satisfaction is a function of the degree of congruency between aspiration and the perceived reality of experience. If the consumer's expectation for the sport facility is higher than its performance, then consumer satisfaction will be low. Conversely, if consumer expectation is lower than performance, then satisfaction will be high. In order to address the objectives of research, member's attitudes regarding a commercial fitness club were assessed twice. The questionnaire contained 22 satisfaction items, of which, one was related to the whole facility, thirteen to its individual facilities, four to its programs, and the remaining four items to its staff. Responses were made on a 7-point scale. Both changing expectations and performance scores for each concept and satisfaction scores for the facility as a whole were measured. A step-wise regression analysis tested the application of model. The dependent variable was the change in satisfaction for the whole facility and independent variables were the change in expectation and performance scores for the individual facilities, programs and staff. The findings were : 1) The variables that most influenced changing satisfaction scores were related to expectation and performance of the staff. 2) The variables that least influenced changing satisfaction were related to programs. 3) Expectation and performance scores influenced each other for changing satisfaction. (The discrepancy model explained 34% of the variation in changing satisfaction [adjusted R^2=0.355].)
1995-03-15

商業スポーツ施設における会員の満足度の変化に関する研究

スポンサーリンク

概要

著者

関連論文

スポンサーリンク