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A Study on the Service Quality Perceptions and
Satisfaction for Participants of Different Kinds of
Universities Sports Clubs
Kau, Jyh-Chyang1、Teng, Cheng-Chong2
St. Mary’s College１、National Ilan University２
Abstract
The purpose of this study was to investigate university and college
participants of sports clubs, as well as their expectations from the clubs and their evaluations of the clubs after having actual experience. It also compares
participants of university and college to explore the differences between the aspects and the prediction power of satisfaction. This research adopt convenient to sample and choose sample. It analyzes 356 completed questionnaires after issuing 375 copies. The descriptive statistics, variable analysis,
independent-samples t-test, and multiple regression analysis were used to
determine the relationships between variables. The results are shown as follows. 1. Two schools of University participants of sports clubs are dominantly males,
person who takes part in corporation have high grades little trend, participating in ball sports.
2. Two schools of University Participants’ expectations from sports clubs are in the order of “Physical Environment Quality”, “Outcome Quality”,
“Interaction Quality”, and “Program Quality”. Their evaluations of actual experience in the clubs are in the order of “Outcome Quality”, “Interaction Quality”, “Program Quality”, and “Physical Environment Quality”.
3. The results of this study indicate that two schools of university
participants in sports clubs are not satisfied with the overall service quality. 4. The unsatisfactory variables of “Interaction Quality” and “Program Quality”
that NIU offer are better than LYIT.
5. “Physical Environment Quality”, “Program Quality” and “Grade three and grade four of the university contrast group” are able to predict service quality satisfaction.
