英文部份 英文部份 英文部份
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Grnroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Groth, J. C., & Dye, R. T. (1999). Service quality: perceived value, expectations, shortfalls, and bonuses. Managing Service Quality, 9(4), 57-67.
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Hurley, R. F., & Estelami, H. (1998). Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context. Journal of the Academy of Marketing Science, 26(3), 209-221.
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附錄
您好：
這份問卷是為了要瞭解您對於運動中心的相關意見，您所填答的資料將 會保密。請根據您的實際狀況與感受，來填答此問卷。謝謝您對本研究的協 助。
敬祝
身體健康！事事順意！
國立臺灣師範大學運動與休閒管理研 究所
指導教授：程瑞福博士、陳美燕博士 研 究 生：許樹錚
第一部份第一部份第一部份
第一部份:請您依照自己的實際感受請您依照自己的實際感受請您依照自己的實際感受，請您依照自己的實際感受，，，閱讀下列敘述後閱讀下列敘述後閱讀下列敘述後閱讀下列敘述後，，，，圈選圈選圈選圈選適當的數字適當的數字適當的數字適當的數字。。。 。
非非非
非 非非非非 常
常常
常 常常常常 不 不 不 不 同同同
同 同同同同 意
意意
意 意意意意
1. 我覺得運動中心的工作人員是友善的……… 5 4 3 2 1 2. 運動中心的工作人員都會願意幫忙我……… 5 4 3 2 1 3. 運動中心工作人員會耐心地聽取我的需求……… 5 4 3 2 1 4. 我覺得運動中心工作人員處理問題的態度很重要……… 5 4 3 2 1 5. 我覺得運動中心的工作人員會主動地幫忙我……… 5 4 3 2 1 6. 運動中心的工作人員會很快地回應我的需求……… 5 4 3 2 1 7. 當我有問題發生時，運動中心的工作人員都會採取行動……… 5 4 3 2 1 8. 我覺得運動中心工作人員處理問題的行為很重要……… 5 4 3 2 1 9. 我覺得運動中心的工作人員都勝任各自的工作……… 5 4 3 2 1 10 運動中心的工作人員都能夠很快地完成我的需求……… 5 4 3 2 1 11 當我有問題時，運動中心的工作人員都有足夠的能力解決它… 5 4 3 2 1
非非非
非 非非非非 常常常
常 常常常常 不 不 不 不 同
同同
同 同同同同 意
意意
意 意意意意
12 我覺得運動中心工作人員處理問題的專業知識很重要………… 5 4 3 2 1 13 我覺得運動中心地點的對外交通很便捷（方便）……… 5 4 3 2 1
14
我容易在運動中心地點或附近買到需要的東西（例如：食物 等）
5 4 3 2 1
15 我對於運動中心場地的周遭環境印象深刻……… 5 4 3 2 1 16 我覺得運動中心場地的周遭環境很重要……… 5 4 3 2 1 17 我覺得運動中心場地設計很好……… 5 4 3 2 1 18 我覺得運動中心場館的附屬設施（如：休息區）規劃很好…… 5 4 3 2 1 19 我覺得運動中心場館很舒適……… 5 4 3 2 1 20 我覺得運動中心場館設計很重要……… 5 4 3 2 1 21 我覺得運動中心的設備是新穎的……… 5 4 3 2 1 22 我覺得運動中心的設備是安全的……… 5 4 3 2 1 23 我覺得運動中心的設備符合我的需求……… 5 4 3 2 1 24 我覺得運動中心的設備很重要……… 5 4 3 2 1 25 我覺得運動中心是一個容易交到朋友的場合……… 5 4 3 2 1 26 我覺得在運動中心中可以和許多人接觸互動……… 5 4 3 2 1 27 我覺得在運動中心中可以認識其他背景的人……… 5 4 3 2 1 28 我覺得可以在運動中心的交朋友是很重要……… 5 4 3 2 1 29 當我運動中心出來時，我留下一個好的經驗……… 5 4 3 2 1 30 我在運動中心運動時感覺很好……… 5 4 3 2 1 31 在運動中心運動對我來說是一個很棒的經驗……… 5 4 3 2 1 32 我覺得在運動中心運動的經驗感覺很重要……… 5 4 3 2 1
第二部分第二部分第二部分
第二部分：：：：請您依照自己的實際感受請您依照自己的實際感受請您依照自己的實際感受請您依照自己的實際感受，，，，閱讀下列敘述後閱讀下列敘述後閱讀下列敘述後閱讀下列敘述後，，，圈選適當的數字，圈選適當的數字圈選適當的數字。圈選適當的數字。。。
我認為運動中心 我認為運動中心我認為運動中心 我認為運動中心……
非 常
同 意
非 常 不 同 意 1. 提供的品質是優越的……… 5 4 3 2 1 2. 提供的品質是可靠的……… 5 4 3 2 1 3. 提供的品質是值得信賴的……… 5 4 3 2 1 4. 提供的品質是很穩定的……… 5 4 3 2 1 5. 擁有好的聲譽……… 5 4 3 2 1 6. 備受推崇……… 5 4 3 2 1 7. 讓人的觀感很好……… 5 4 3 2 1 8. 是有格調的……… 5 4 3 2 1 9. 是受好評的……… 5 4 3 2 1 10. 消費是值得的……… 5 4 3 2 1 11. 價格是值回票價的……… 5 4 3 2 1 12. 價格是公道的……… 5 4 3 2 1 13. 價格是合理的……… 5 4 3 2 1 14. 價格是划算的……… 5 4 3 2 1 15. 似乎是划算的交易……… 5 4 3 2 1
16. 服務能滿足我的需求……… 5 4 3 2 1 17. 是一個令人非常滿意的經驗……… 5 4 3 2 1 18. 我對運動中心的整體滿意度很高……… 5 4 3 2 1
第三部分：個人基本資料（您個人基本資料僅供學術之用，絕不對外公開）。
1. 請問您的性別？
(1) □男 (2) □女 2. 請問您的年齡？
(1) □20 歲(含)以下 (2) □21-25 歲 (3) □26-30 歲 (4) □31-35 歲 (5) □36-40 歲 (6) □41-45 歲 (7) □46-50 歲 (8) □51-55 歲 (6) □56-60 歲 (7) □61-65 歲 (8) □66 歲(含)以上
3. 請問您的教育程度？
(1) □國中(含)以下 (2) □高中(職) (3) □大專 (4) □研究所(含)以上 (5) □學生 (6) □自由業 (7) □家管 (8) □其他_______
4. 請問您的居住地？
(1) □臺北市 (2) □新北市 (3) □其他縣市_____________(請說明) 5. 請問您的職業？
(1) □學生 (2) □軍警公教 (3) □工商服務業 (4) □製造業 (5) □家管 (6) □退休人員 (7) □農林漁牧業 (8) □自由業 (9) □科技業 (10) □其他___________
6. 請問您個人每月平均收入大約為？
(1) □20,000 元以下 (2) □20,001-30,000 元 (3) □30,001-40,000 元 (4) □40,001-50,000 元 (5) □50,001-60,000 元 (6) □60,001-70,000 元 (7) □70,001-80,000 元 (8) □80,001-100,000 元 (9) □100,001 元以上 7. 請問您的婚姻狀況為？
(1) □未婚 (2) □已婚，無子女 (3) □已婚，有子女 (4) □其他______
8. 請問您平均每周至運動中心消費次數為？
(1) □1 次(含)以下 (2) □2 次 (3) □3 次 (4) □4 次 (5) □5 次 (6) □6 次 (7) □7 次以上
9. 請問您最常到運動中心使用的時段為？
(1) □06:00-07:59 (2) □0800:09:59 (3) □10:00-13:59 (4) □14:00-16:59 (5) □17:00-18:59 (6) □1900:21:59