健身俱樂部私人教練課程之顧客參與動機與服務品質之研究

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(1)103. 6.

(2) 2014. 7. 600. 386. SPSS 20.0. 20-29 (. ii. ).

(3) A Study on Customers’ Participation Motivation and the Service Quality of Courses of Personal Trainers of Fitness Clubs July, 2014 Student: Lai Heng Jung Advisors: Shih, Chih-Pin Co-Advisors:Chen, Mei-Yen Abstract Course of personal trainers have been started since the foreign fitness industry came to Taiwan, which have also become another source of income for the fitness club. At present, every major fitness industry and even personal fitness studios in Taiwan teach such courses, providing customers with a professional personal fitness service. In view of this, this research discusses situations of customers of courses of personal trainers of fitness clubs and learns about the effects of different background variables on participation motivations and service quality so as to be used as reference for future planning and business patterns of related industries and personal trainers. It conducts a questionnaire survey and its content includes participation motivation scale, service quality scale and demographic variables. It studies customers participating in courses of personal trainers of Taipei’s 8 branches of World Gym Fitness Centers and conducts the survey through sampling, issuing 600 questionnaires with 386 effective ones returned. The collected data are processed with SPSS 20.0 and analyzed with descriptive statistics, one-way ANOVA of independent samples, Scheffe's method and Pearson product-moment correlation analysis. The research results show that more women than men participate in such courses; most customers are aged between 20-29 and graduated from universities and colleges; married people without children are in the majority; most of their occupations fall under the category of Others; most of them have participated within one year; the courses were introduced to them mostly through their colleagues and relatives; they continued the courses because of the effects; there is a significant difference in the pressure, socializing and leisure of participation motivations for people with different educational backgrounds; there is a significant difference in the caring for the service quality for people iii.

(4) with different educational backgrounds; there is a significant relationship between the participation motivation and service quality. After organizing the analyses and discussions of the research, it makes the following suggestions: I. Measure the service of courses of personal trainers from the perspective of customers and learn about why customers participate in such courses so as to improve their motivation and participation willingness; II. Strengthen the professional quality of personal trainers, improve the quality of courses and maintain the quality of the external environment.. Keywords: Courses of Personal Trainers of Fitness Clubs; Participation Motivation; Service Quality. iv.

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(8) 2-1. …………………………………………...15. 2-2. (. 2-3. ………………………………………………………...26. 2-4 2-5. )…………………………..………...19. SERVQUAL PZB. 22. ……………31 SERVQUAL. ……………….………….32. 2-6. …………..……..…………...……………34. 3-1. ………………………………………………...…………………41. 3-2. ……………………………………………...……………43. 3-3. …………………………………………...……………43. 3-4. ………………………………………………...……………45. 3-5. …………………………………………………………...……………46. 4-1. ……………………………………….…..50. 4-2. t. ……..56. 4-3. ………...57. 4-4. ………………………………...58. 4-5. ………………………………...59. 4-6. …………………………...59. 4-7. t. 4-8. t. 4-9. ……………………..60 ………………………..64. ……………………………………...65. 4-10. ………………………...66. 4-11. ………………………………...67. 4-12. ………………...67. viii.

(9) 4-13. t. ……………..68. 4-14. ……...70. 4-15. …...71. ix.

(10) 2-1.. …………………………………………………………...……….…22. 2-2.. …………………………………………………………25. 2-3.. ……………………………….………………..…….33. 3-1.. …………………………………………………………………….…...38. 3-2.. ………………………………………………………………………....39. 3-3.. ……………………………………………………………….…...42. x.

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(66) !. !. t t-test). (independent. (p<.05) (Scheffe's Post Hoc Comparison). t 4-2 (p>.05). 4-2. 4-2 t. (n=386) t. 191. 4.30. .56. 196. 4.31. .57. 191. 4.21. .60. 196. 4.30. .58. 191. 3.88. .79. 196. 3.85. .73. 191. 3.20. 1.02. 196. 3.28. 1.04. 56. p .21. .96. -1.49. .93. .35. .91. .78. .93.

(67) 70. (. ). 60. 4-3. 4-4. 4- 3 (n=386) 10-19. 14. 4.42. .45. 20-29. 170. 4.27. .55. 30-39. 118. 4.29. .55. 40-49. 57. 4.33. .52. 50-59. 20. 4.40. .81. 7. 4.67. .33. 19. 14. 4.23. .70. 20-29. 170. 4.30. .53. 30-39. 118. 4.22. .60. 40-49. 57. 4.29. .62. 50-59. 20. 4.02. .76. 7. 4.14. .54. 19. 14. 4.04. .63. 20-29. 170. 3.83. .75. 30-39. 118. 3.80. .79. 40-49. 57. 3.95. .75. 50-59. 20. 4.03. .81. 7. 3.82. .73. 19. 14. 3.46. 1.18. 20-29. 170. 3.27. 1.00. 30-39. 118. 3.19. 1.02. 40-49. 57. 3.32. 1.13. 50-59. 20. 2.78. 0.89. 7. 3.10. 1.14. 60. 60. 60. 60. 57.

(68) 4-4 F 1.63. 5. .33. 119.43. 380. .31. 121.06. 385. .52. 5. .33. 133.70. 380. .35. 134.23. 385. 5.08. 5. .40. 218.83. 380. .58. 223.92. 385. 12.52. 5. 1.21. 400.33. 380. 1.07. 412.85. 385. 1.04. .96. .69. 1.13. 4-5. 4-6 Brown-Forsythe. (p<.05) (. ). (Scheffe) (. ) (. ( ). 58. ).

(69) 4-5 (n=386). ( (. ) ). ( (. ) ). ( (. ) ). ( (. ) ). 45. 4.27. .52. 256. 4.33. .55. 85. 4.25. .60. 45. 4.28. .51. 256. 4.28. .60. 85. 4.19. .61. 45. 4.13. .52. 256. 3.86. .78. 85. 3.72. .77. 45. 3.66. .90. 256. 3.24. 1.03. 85. 3.00. 1.05. 4-6 F. *p < .05. A. (. ). .53. 2. .27. 120.52. 383. .32. 121.05. 385. .52. 2. .26. 133.70. 383. .35. 134.23. 385. 5.08. 2. 2.54. 218.83. 383. .57. 223.92. 385. 12.52. 2. 6.26. 400.33. 383. 1.05. 412.85. 385. B. C. 59. (. ). .85. .76. 5.58* A>C 5.99*. A>B A>C.

(70) t 4-7 (p>.05). 4-7. 4-7 t. (n=386) t. 255. 4.30. .55. 132. 4.31. .58. 255. 4.26. .60. 132. 4.26. .58. 255. 3.80. .77. 132. 3.97. .73. 255. 3.17. 1.02. 132. 3.38. 1.06. p -.19. .37. -0.3. .63. -2.06. .34. -1.89. .39. ( 2008. 2007. 2010). 60.

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(73) !. !. t t-test). (independent. (one-way ANOVA) (scheffe). (. ) t 4-8 (p>.05). 4-8. 4-8 t. (n=386) t. 191. 3.92. .68. 196. 3.97. .61. 191. 4.28. .59. 196. 4.31. .60. 191. 4.26. .66. 196. 4.39. .60. 63. p .73. .17. -.50. .59. -2.03. .34.

(74) 4-8 t. (n=386) (. ) t. (. 191. 4.34. .61. 196. 4.48. .60. 191. 4.31. .68. 196. 4.44. .62. p. -2.23. .50. -1.88. .08. ). 60. ) 70. (. 4-9 4-10. (p>.05) (p<.05). (Scheffe). 4-9 (n=386) 10-19. 14. 4.11. .61. 20-29. 170. 3.97. .63. 30-39. 118. 3.93. .66. 40-49. 57. 4.04. .58. 50-59. 20. 3.49. .78. 7. 3.89. .52. 10-19. 14. 4.29. .76. 20-29. 170. 4.23. .61. 30-39. 118. 4.31. .56. 40-49. 57. 4.40. .50. 50-59. 20. 4.39. .73. 7. 4.61. .38. 60. 60. 64.

(75) 4-9 (n=386) (. ). 10-19. 14. 4.38. .77. 20-29. 170. 4.23. .65. 30-39. 118. 4.37. .58. 40-49. 57. 4.41. .62. 50-59. 20. 4.56. .72. 7. 4.75. .38. 10-19. 14. 4.33. .77. 20-29. 170. 4.31. .64. 30-39. 118. 4.45. .57. 40-49. 57. 4.54. .53. 50-59. 20. 4.62. .60. 7. 4.89. .30. 10-19. 14. 4.13. .84. 20-29. 170. 4.31. .69. 30-39. 118. 4.38. .60. 40-49. 57. 4.50. .54. 50-59. 20. 4.64. .63. 7. 4.71. .44. 60. 60. 60 4-10. (n=386) F 5.24. 5. 1.05. 153.92. 380. .41. 159.16. 385. 2.39. 5. .48. 131.19. 380. .35. 133.58. 385. 4.51. 5. .90. 151.17. 380. .40. 155.68. 385. 65. 2.59*. 1.39. 2.27*.

(76) 4-10 (n=386) (. ) F. 5.26. 5. 1.05. 138.951. 380. .37. 144.22. 385. 4.69. 5. .94. 156.84. 380. .41. 161.53. 385. 2.88*. 2.27*. 4-11. 4-12 (p<.05) (Scheffe). ( (. ). ). 4-11 (n=386) ( (. ) ). ( (. ) ). ( (. ) ). 66. 45. 3.96. .71. 256. 3.95. .64. 85. 3.95. .61. 45. 4.23. .59. 256. 4.30. .60. 85. 4.31. .56. 45. 4.11. .69. 256. 4.36. .62. 85. 4.38. .64.

(77) 4-11 (n=386) ( ( (. ) ). ( (. ) ). ( (. ) ). ( (. ) ). ). 45. 4.24. .57. 256. 4.45. .59. 85. 4.40. .68. 45. 4.10. .71. 256. 4.41. .63. 85. 4.40. .64. 45. 4.24. .57. 256. 4.45. .59. 85. 4.40. .68. 45. 4.10. .71. 256. 4.41. .63. 85. 4.40. .64. 4-12 (n=386) F. *p < .05. A. (. ). .00. 2. .00. 159.16. 383. .42. 159.16. 385. .20. 2. .10. 133.38. 383. .35. 133.58. 385. 2.64. 2. 1.32. 153.04. 383. .40. 155.68. 385. 1.55. 2. .78. 142.66. 383. .37. 144.22. 385. 3.96. 2. 1.98. 157.57. 383. .41. 161.53. 385. B. C. 67. (. ). .01. .29. 3.30*. 2.08. 4.81*. B>A C>A.

(78) t 4-13 4-13. 4-13 t. (n=386) t. 255. 3.92. .66. 132. 3.99. .61. 255. 4.29. .61. 132. 4.30. .55. 255. 4.32. .64. 132. 4.34. .63. 255. 4.39. .64. 132. 4.45. .56. 255. 4.35. .68. 132. 4.41. .59. 68. p -1.00. .46. -.11. .16. -.21. .89. -.96. .40. -.86. .13.

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(80) 4-14. 4-15. 4-14 M. SD. 1. 1.. 75.10. 9.63. 2.. 89.87. 10.93. 2. .296*. *p < .05 4-15 M. SD. 1. 2. 3. 4. 5. 6. 7. 8. 1.. 4.30. .56. 2.. 4.26. .59. .41*. 3.. 3.86. .76. .44*. .24*. 4.. 3.24. 1.04. .09. .16*. .52*. 5.. 3.95. .64. .28*. .30*. .20*. .20*. 6.. 4.30. .59. .52*. .36*. .22*. -.03. .45*. 7.. 4.33. .64. .42*. .30*. .13*. -.18*. .32*. .77*. 8.. 4.41. .61. .40*. .27*. .12*. -.16*. .34*. .73*. .82*. 9.. 4.37. .65. .42*. .30*. .10*. -.17*. .37*. .71*. .79*. .85*. *p < .05 4-14 (. 2004. 2005. 2010. 2012. 2012). 4-15. .52. 70. .42. .40. .42. 9.

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