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(1)國立臺灣體育學院休閒運動管理研究所碩士學位論文. 應用 IPA 績效評估法探究非營利運動組織之業務重要性與執行滿意度 -以中華民國輕艇協會為例 EXPLORING NON-PROFIT SPORT ORGANIZATIONS ON OPERATING IMPORTANCE AND EXECUTION SATISFACTION BY APPLYING IPA: A CASE STUDY IN CHINESE TAIPEI CANOE ASSOCIATION. 研究生：邱秀玟撰指導教授：張立羣副教授協同指導教授：王建興助理教授. 中華民國一百年六月.

(2) 論文名稱：應用 IPA 績效評估法探究非營利運動組織之業務重要性與執行滿意度以中華民國輕艇協會為例總頁數：137 院校所組別：國立臺灣體育學院休閒運動管理研究所畢業時間及提要別：九十九學年度碩士學位論文研究生：邱秀玟指導教授：張立羣協同指導教授：王建興. 摘要本研究旨在應用 IPA 績效評估法探究輕艇運動參與者知覺中華民國輕艇協會業務重要性與執行滿意度，並比較不同人口特性與參與行為變項之參與者知覺協會各業務重要性之差異；以及對各業務執行滿意度之差異。本研究以中華民國輕艇協會登記註冊之輕艇選手、通過協會認證之各級裁判、教練以及各縣市輕艇委員會之主任委員或總幹事為研究對象，透過研究者自行編制之「中華民國輕艇協會業務重要性與執行滿意度調查問卷」進行調查，並以描述性統計、t 檢定、單因子變異數分析與 IPA 績效評估法進行分析。研究結果發現：一、在不同性別、教育程度、身分、年資與參與層級之參與者對各業務屬性重要性認知未達顯著差異；而不同年齡與參與項目之參與者，則分別在「組織」與「國際交流」相關業務重要性達顯著差異；整體而言，參與者對協會各業務均有高度重視，參與者較重視協會的「國際交流」及「推廣與教育」相關業務，相對較不重視「組織」相關業務。二、不同性別、年齡、身分、參與年資及參與層級之參與者對「組織」相關業務執行滿意度皆達顯著差異，此外，不同參與層級之參與者對「國際交流」相關業務執行滿意度及不同性別在「訓練與競賽」相關業務執行滿意度也達顯. I.

(3) 著差異。整體而言，參與者較滿意「裁判」相關業務之執行，對「推廣與教育」及「國際交流」相關業務執行滿意度則較低。三、在 IPA 績效評估方面顯示，無論其人口特性與參與行為變項，協會各業務屬性得分之落點皆落在加強改善區，其中以「推廣與教育」及「國際交流」相關業務重要性與執行滿意度得分的差值最大。基此，建議輕艇相關組織可依參與者對業務重要性與執行滿意度差值之排序選擇優先改善之業務屬性，而未來研究可依母群體之特性增加受試者對問卷題項回應之尺規，進而提高結果之應用。. 關鍵詞：輕艇運動、非營利運動組織、IPA 績效評估法、中華民國輕艇協會. II.

(4) Abstract This research utilized the Importance Performance Analysis (IPA) to analyze the degree of satisfaction and the importance of the non-profit sport organization “Chinese Taipei Canoe Association” amongst the canoe sport participants in two ways: using the different demographic data in comparison with behavior of the participants, and testing the satisfaction of the related operation done by the Chinese Taipei Canoe Association amongst the participants. This study focused on the registered participants, coaches, referees, directors and managers of different counties within the association. The researcher developed a new questionnaire, “the satisfaction and importance of the Chinese Taipei Canoe Association questionnaire” as the tool. The statistical analyses involved descriptive statistics, t-test, and one-way ANOVA. Results revealed the following: 1. There was no significance in the satisfaction of the work done by the Chinese Taipei Canoe Association within the different gender, level of education, identity, and experience. However, different age showed significance in “organization” and “international relations”. Overall, participants all value the importance of the Chinese Taipei Canoe Association. Canoe participants showed to have more interest in “international relations” and “promotional education” and showed less interest in the “organization” than the directors and managers. 2. Different gender, age, identity, participation experience and level of participation show different level of satisfaction toward the work of the Chinese Taipei Canoe Association. Also, different level participants showed significance in “international relations” and different gender showed significance in “training and competition”. Overall, participants were satisfied with the “referee” aspect but are less satisfied with “promotional education” and “international relations”. III.

(5) 3. Importance Performance Analysis showed that regardless of the demographic variables and behavioral aspects, the work of the Chinese Taipei Canoe Association required further improvements especially in “promotional education” and “international relations”. Therefore, suggestions for future canoe related organizations include adjusting the importance of business related activities in the order of most important to least important.. Also, future studies can have adjustments made to the questionnaire to. incorporate different population samples to increase the validity of the results. Keywords: Canoe Sports, non-profit sport organizations, Importance Performance Analysis (IPA), Chinese Taipei Canoe Association. IV.

(6) 謝. 誌. 時間過得真快！轉眼間兩年研究生的生涯就這樣結束了！回想兩年來的求學過程，是個人成長歷程上的一項嚴峻挑戰，如今能夠如期畢業內心升起一種莫名的感動！. 本篇論文的完成，首先要感謝的是張立羣教授與王建興教授兩年來殷切與耐心的指導，以及口試委員張至滿教授在論文審查過程中，剴切剖析多所建議，讓本篇論文得以更加完整，在此謹致上最誠摯的謝意！. 而在進行論文資料蒐集過程中，要特別感謝黃秋譯小姐提供寶貴的資料與相關資訊，也非常感謝輕艇界的諸位教練、選手、裁判與各縣市輕艇委員會之主任委員與總幹事能撥冗接受問卷調查，讓問卷調查與回收工作得以順利完成。. 最後，在撰寫論文期間，感謝我的同窗好友 kpc、nono、angel、居旺，以及學弟妹小方、明樂的支持與協助，因為有你們的大力支持與協助才讓我能如此順利的完成論文撰寫工作，謝謝你們!. 邱秀玟謹致於國立臺灣體育學院休閒運動管理研究所中華民國一百年六月. V.

(7) 目錄頁碼中文摘要 ······························································································ I 英文摘要 ···························································································· III 謝. 誌 ····························································································· V. 目. 錄 ···························································································· VI. 表目錄 ·························································································· VIII 圖目錄 ··························································································· XII. 第壹章緒論第一節研究背景與動機···································································· 1 第二節研究目的 ············································································ 3 第三節研究問題 ············································································ 4 第四節研究限制 ············································································ 4 第五節操作性定義 ········································································· 5 第貳章文獻探討第一節非營利組織 ········································································· 6 第二節中華民國輕艇協會之發展······················································· 11 第三節滿意度相關文獻·································································· 22 第四節重要性-績效評估法······························································ 27 第五節本章總結 ·········································································· 33 第叁章研究方法第一節研究架構 ·········································································· 35 第二節研究流程 ·········································································· 35 第三節研究對象 ·········································································· 36. VI.

(8) 第四節研究工具 ·········································································· 37 第五節研究調查之實施·································································· 45 第六節資料統計方法 ···································································· 45 第肆章. 研究結果與討論. 第一節參與者人口統計特性與參與行為分析 ······································· 48 第二節協會各業務屬性重要性與執行滿意度分析 ································· 52 第三節參與者知覺協會業務重要性之差異 ·········································· 52 第四節參與者對協會業務執行滿意度之差異 ······································· 65 第五節參與者對協會業務之 IPA 分析················································ 77 第六節綜合分析與討論································································· 112 第伍章. 結論與建議 ··········································································· 119. 引用文獻中文部分 ···················································································· 121 英文部分 ···················································································· 126 附錄一第一屆理、監事會人員名單························································ 127 附錄二中華民國輕艇協會業務重要性與執行滿意度調查問卷（專家效度） ····· 128 附錄三中華民國輕艇協會業務重要性與執行滿意度調查問卷 ······················· 134. VII.

(9) 表目錄頁碼 2-1 非營利組織定義彙整表 ···································································· 7 2-2. 中華民國輕艇協會成立之歷史沿革表 ················································ 14. 2-3. 協會任務彙整表 ··········································································· 18. 2-4. 滿意度定義彙整表 ········································································ 23. 3-1. 專家效度審查成員及其專長領域摘要表 ············································· 38. 3-2. 協會業務重要性 KMO 及球型檢定摘要表 ··········································· 39. 3-3. 協會業務執行滿意度 KMO 及球型檢定摘要表 ····································· 39. 3-4. 協會業務重要性量表因素分析摘要表 ················································ 40. 3-5. 協會業務執行滿意度量表因素分析摘要表 ·········································· 42. 3-6. 協會業務重要性量表之信度分析表 ··················································· 44. 3-7. 協會業務執行滿意度量表之信度分析表 ············································· 44. 3-8. 參與者對業務重要性與執行滿意度給分摘要樣本表 ······························ 47. 4-1. 參與者人口特性分析表 ·································································· 49. 4-2. 參與者之參與行為分析表 ······························································· 51. 4-3. 參與者知覺協會各業務屬性重要性與執行滿意度分析表 ························ 52. 4-4. 不同性別參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表 53. 4-5. 不同性別參與者知覺業務重要性差異分析表 ······································· 53. 4-6. 不同年齡參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表 54. 4-7. 不同年齡參與者知覺業務重要性差異分析表 ······································· 55. 4-8. 不同年齡參與者知覺業務重要性之不同質變異數的 Robust 變異數分析表 ·· 55. 4-9. 不同教育程度參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表·························································································· 56. 4-10 不同教育程度參與者知覺業務重要性差異分析表 ································· 57. VIII.

(10) 4-11 不同身分參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表 58 4-12 不同身分參與者知覺業務重要性差異分析表 ······································· 58 4-13 不同身分參與者知覺業務重要性之不同質變異數的 Robust 變異數分析表 ·· 59 4-14 不同參與年資參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表·························································································· 59 4-15 不同參與年資參與者知覺業務重要性差異分析表 ································· 60 4-16 不同參與年資參與者知覺業務重要性之不同質變異數的 Robust 變異數分析表. ································································································ 60 4-17 不同參與項目參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表·························································································· 61 4-18 不同參與項目參與者知覺業務重要性差異分析表 ································· 62 4-19 不同參與項目參與者知覺業務重要性之不同質變異數的 Robust 變異數分析表. ································································································ 62 4-20 不同參與層級參與者知覺業務重要性之誤差變異量的 Levene 檢定統計量分析表·························································································· 63 4-21 不同參與層級參與者知覺業務重要性差異分析表 ································· 64 4-22 不同參與層級參與者知覺業務重要性之不同質變異數的 Robust 變異數分析表. ································································································ 64 4-23 不同性別參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表····························································································· 65 4-24 不同性別參與者對業務執行滿意度差異分析表 ···································· 66 4-25 不同年齡參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表····························································································· 67 4-26 不同年齡參與者對協會業務執行滿意度差異分析表 ······························ 67 4-27 不同年齡參與者對業務執行滿意度之不同質變異數的 Robust 變異數分析表 68. IX.

(11) 4-28 不同教育程度參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表······················································································· 68 4-29 不同教育程度參與者對業務執行滿意度差異分析表 ······························ 69 4-30 不同教育程度參與者對業務執行滿意度之不同質變異數的 Robust 變異數分析表····························································································· 69 4-31 不同身分參與者對業務執行滿意度之誤差變異量 Levene 檢定統計量分析表 70 4-32 不同身分參與者對業務執行滿意度差異分析表 ···································· 70 4-33 不同身分參與者對業務執行滿意度之不同質變異數的 Robust 變異數分析表 71 4-34 不同參與年資參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表······················································································· 71 4-35 不同參與年資參與者對業務執行滿意度差異分析表 ······························ 72 4-36 不同參與項目參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表······················································································· 73 4-37 不同參與項目參與者對業務執行滿意度差異分析表 ······························ 74 4-38 不同參與項目參與者對業務執行滿意度之不同質變異數的 Robust 變異數分析表····························································································· 74 4-39 不同參與層級參與者對業務執行滿意度之誤差變異量的 Levene 檢定統計量分析表······················································································· 75 4-40 不同參與層級參與者對業務執行滿意度差異分析表 ······························ 76 4-41 不同參與層級參與者對業務執行滿意度之不同質變異數的 Robust 變異數分析表····························································································· 76 4-42 全體參與者對業務重要性與執行滿意度給分摘要表 ······························ 78 4-43. 20 歲以下參與者對業務重要性與執行滿意度給分摘要表 ······················ 80. 4-44. 21~25 歲參與者對業務重要性與執行滿意度給分摘要表 ······················· 81. 4-45. 26~30 歲參與者對業務重要性與執行滿意度給分摘要表 ······················· 82. X.

(12) 4-46. 31~35 歲參與者對業務重要性與執行滿意度給分摘要表 ······················· 83. 4-47. 36~40 歲參與者對業務重要性與執行滿意度給分摘要表 ······················· 84. 4-48. 41 歲以上參與者對業務重要性與執行滿意度給分摘要表 ······················ 85. 4-49 碩士畢業參與者對業務重要性與執行滿意度給分摘要表 ························ 87 4-50 大學（專）畢業參與者對業務重要性與執行滿意度給分摘要表 ··············· 88 4-51 高中（職）畢業者對業務重要性與執行滿意度給分摘要表 ····················· 89 4-52 教練身分參與者對業務重要性與執行滿意度給分摘要表 ························ 91 4-53 選手身分參與者對協會業務重要性與執行滿意度給分摘要表 ·················· 92 4-54 裁判身分參與者對協會業務重要性與執行滿意度給分摘要表 ·················· 93 4-55 委員身分參與者對協會業務重要性與執行滿意度給分摘要表 ·················· 94 4-56 參與年資 1 年以下參與者對業務重要性與執行滿意度給分摘要表 ············ 96 4-57 參與年資 1~3 年參與者對業務重要性與執行滿意度給分摘要表 ··············· 97 4-58 參與年資 4~6 年參與者對業務重要性與執行滿意度給分摘要表 ··············· 98 4-59 參與年資 7~9 年參與者對業務重要性與執行滿意度給分摘要表 ··············· 99 4-60 參與年資 10~15 年參與者對業務重要性與執行滿意給分摘要表 ·············· 100 4-61 參與年資 15 年以上參與者對業務重要性與執行滿意度給分摘要表 ·········· 101 4-62 輕艇競速參與者對業務重要性與執行滿意度給分摘要表 ······················· 103 4-63 激流競速參與者對業務重要性與執行滿意度給分摘要表 ······················· 104 4-64 激流標桿參與者業務對重要性與執行滿意度給分摘要表 ······················· 105 4-65 輕艇水球參與者對業務重要性與執行滿意度給分摘要表 ······················· 106 4-66 龍舟參與者對業務重要性與執行滿意度給分摘要表 ····························· 107 4-67 學校層級參與者對業務重要性與執行滿意度給分摘要表 ······················· 109 4-68 縣市層級參與者對業務重要性與執行滿意度給分摘要表 ······················· 110 4-69 國家層級參與者對業務重要性與執行滿意度給分摘要表 ······················· 111. XI.

(13) 圖目錄頁碼 2-1 中華民國輕艇協會組織圖 ······························································· 17 2-2. 傳統的 IPA 分析圖 ········································································ 29. 2-3. 傳統與修正後之 IPA 分析圖 ···························································· 30. 2-4. 加入對角線的 IPA 分析圖 ······························································· 31. 2-5. 修正後之 IPA 分析圖 ····································································· 31. 3-1. 研究架構圖 ················································································· 35. 3-2. 研究流程圖 ················································································· 36. 3-3. IPA 分析樣本圖 ············································································ 47. 4-1. 全體參與者對協會各業務屬性的 IPA 分析圖 ······································· 78. 4-2. 20 歲以下參與者對協會各業務屬性的 IPA 分析圖 ································ 80. 4-3. 21~25 歲參與者對協會各業務屬性的 IPA 分析圖 ·································· 81. 4-4. 26~30 歲參與者對協會各業務屬性的 IPA 分析圖 ·································· 82. 4-5. 31~35 歲參與者對協會各業務屬性的 IPA 分析圖 ·································· 83. 4-6. 36~40 歲參與者對協會各業務屬性的 IPA 分析圖 ·································· 84. 4-7. 40 歲以上參與者對協會各業務屬性的 IPA 分析圖 ································ 85. 4-8. 碩士畢業參與者對協會各項業務屬性的 IPA 分析圖 ······························ 87. 4-9. 大學（專）畢業參與者對協會各項業務屬性的 IPA 分析圖 ····················· 88. 4-10 高中（職）畢業參與者對各項業務屬性的 IPA 分析圖 ··························· 89 4-11 教練身分參與者對各業務屬性的 IPA 分析圖 ······································· 91 4-12 選手身分參與者對各業務屬性的 IPA 分析圖 ······································· 92 4-13 裁判身分參與者對各業務屬性的 IPA 分析圖 ······································· 93 4-14 主任委員或總幹事身分參與者對各業務屬性的 IPA 分析圖 ····················· 94 4-15 參與年資 1 年以下參與者對各業務屬性的 IPA 分析圖 ··························· 96. XII.

(14) 4-16 參與年資 1~3 年參與者對各業務屬性的 IPA 分析圖 ······························ 97 4-17 參與年資 4~6 年參與者對各業務屬性的 IPA 分析圖 ······························ 98 4-18 參與年資 7~9 年參與者對各業務屬性的 IPA 分析圖 ······························ 99 4-19 參與年資 10~15 年參與者對各業務屬性的 IPA 分析圖 ·························· 100 4-20 參與 15 年以上參與者對各業務屬性的 IPA 分析圖 ······························· 101 4-21 輕艇競速參與者對各業務屬性的 IPA 分析圖 ······································ 103 4-22 激流競速參與者對各業務屬性的 IPA 分析圖 ······································ 104 4-23 激流標桿競速參與者對各業務屬性的 IPA 分析圖 ································ 105 4-24 輕艇水球參與者對各業務屬性的 IPA 分析圖 ······································ 106 4-25 龍舟參與者對各業務屬性的 IPA 分析圖 ············································ 107 4-26 學校層級參與者對各業務屬性的 IPA 分析圖 ······································ 109 4-27 縣市層級參與者對各業務屬性的 IPA 分析圖 ······································ 110 4-28 國家層級參與者對各業務屬性的 IPA 分析圖 ······································ 111. XIII.

(15) 第壹章緒論第一節研究背景與動機隨著社會發展不斷的進步，閒暇時間的增加，人們對於休閒活動的需求也變得更為迫切（徐茂州、何太山、盧美秀、曾盛義、黃信錚、陳盈伸、陳秋文，2008）。而臺灣四面臨海，且溪流、湖泊與水庫眾多，沿海國家風景區、海水浴場等，再再顯示臺灣具有發展海洋運動之潛力（林哲宏、李昱叡，2007）。今天，海域運動已成為體育發展的重要政策（牟鍾福，2003）。許旻棋（2007）曾對目前有關國家海洋運動政策規劃與推行現況做一整理說明，包含 1999 年內政部役政署為培訓海洋運動種子教練、推廣多樣化海洋運動及開發海洋運動人口，特徵召 50 位具有海洋運動專長之役男的「兵役替代役計畫」、 2002 年行政院體育委員會為增加國人參與海洋休憩運動之機會的「海洋運動發展計畫」及 2005 年教育部為提升學生海洋運動能力、開拓臺灣海洋豐富資源而推動的教育施政主軸-「確立海洋臺灣的推動體系」等政策均能顯示政府對於推動海洋運動之決心，其中，輕艇就是推動的項目之一。「輕艇」一詞屬官方用語，一般民眾稱之為「獨木舟」，最早是格陵蘭島的愛斯基摩人與北阿拉斯加的印地安人用來渡河、漁獲、運輸及貿易等用途的工具，如今則成為競賽及休閒運動項目（楊明恩，2010）。除了海洋外，也可適應各種水域，而依其操作方式及外型特徵可分為加拿大式(Canoe)，簡稱 C 艇與愛斯基摩式 (Kayak)，簡稱 K 艇，若再以其船隻特性與使用目的來分又可分為多種不同船艇（劉德智，2001）。近年來，由於政府及民間單位對於輕艇運動之推廣，使民眾可接觸輕艇運動之機會已較為普遍，是適合全民參與的休閒活動（李委珈，2009）。為持續推廣輕艇運動，讓熱愛輕艇運動的民眾能有更好的划艇環境及資源，則必須仰賴相關組織完善的運作。凌遙（1981）認為一個組織的構成不是為了組織而組織，而是為了經營活動而建築的，並且也是為了使經營更有效率以及加速業務擴展。而要達成組織之理想就必須將理想的達成程度化為績效指標，然後設. 1.

(16) 法結合人力物力，有效的達成理想中的境界（司徒達賢，1999）。由此可知，輕艇運動相關組織的構成乃為了使經營更有效率以及加速輕艇運動發展相關業務之擴展，而其營運之好壞將影響理想目標達成程度與輕艇運動未來之發展。 1991 年吳文達先生發起成立中華民國輕艇協會，其乃一向內政部申請核准成立之合法非營利組織，以推廣及發展輕艇運動或為宗旨，目前為國際輕艇總會 (International Canoe Federation, ICF)唯一承認代表臺灣的協會，也是行政院體委會與中華民國奧林匹克委員會所認定，為臺灣推展輕艇運動的負責單位。根據在奧會運動項目下，具備國際單項運動總會會員資格，且經國家奧會認可之全國性單項運動協會，始得作為該國與其他國家或國際體育團體交涉之「唯一對口單位」，並代表國家參加國際性之該單項運動競賽（黃錦堂，2008）。除了參與國際輕艇競賽須經過中華民國輕艇協會授權外，各項輕艇運動如輕艇競速、激流競速、輕艇水球之教練、裁判培育、運動員培訓及提供輕艇運動訓練及活動相關資訊都是輕艇協會之任務，可見協會對於輕艇運動發展之重要性。 1999 年行政院體育委員會制頒「體育團體輔導及考核辦法」。體委會得派員訪視並辦理評鑑，訪視或評鑑結果作為體委會經費補助或業務委辦之重要參考。至於首次評鑑的項目分為「組織與人力」、「會務運作」、「財務狀況」、「競賽績效或舉辦活動成果」、「總體表現」5 大類，總點數是 200 點，而評鑑的結果，中華民國輕艇協會的積點僅有 73.2 點，未達獎勵的基準（鄭清煌，1999）。自 1999 年協會接受評鑑至今，已經歷了十多年，協會在「組織與人力」、「會務運作」、「競賽績效或舉辦活動成果」等各方面是否有所改進或漸入佳境相當值得關注。陳芳儀(2003)認為企業的成功之一，就是須瞭解顧客如何認知產品或服務屬性，與競爭者相比較時顧客的重要性和績效性為何。而輕艇運動的參與者如教練、裁判、選手與各縣市輕艇委員會的委員等，就如同協會的顧客，協會內部組織編制與運作、該提供哪些服務以及協會績效之優劣，除了可敦聘學者專家及社會團體代表的意見外，最重要的還是要聆聽參與者的意見才能達到公正與客觀，如何. 2.