공공스포츠시설의 효율적인 운영방안을 위한 소비자의 서비스 품질 만족도 실태 분석 (The Analysis of the Actual Condition of the Consumers' Satisfaction at the Service Quality for the Effective Management Plan of the Public Sport Facilities)

서지정보

· 발행기관 : 한국체육과학회
· 수록지 정보 : 한국체육과학회지 / 18권 / 1호 / 487 ~ 497페이지
· 저자명 : 박경실, 왕흥희

초록

This study intends to compare any difference in service quality by factor type according to user's demographic characteristics with regard to service quality of public sport facilities, and closely examine effective ways to manage public sport facilities through the results of analyzing the impact of service quality on consumers' intention of repurchase. Furthermore, this study also recognizes increasingly boosted roles of public sports facilities in facility developmentt and local community, as well as the importance of nurturing and retraining sport instuctors, and analyzes consumers' intention of repurchase. depending on service quality, so that it can provide basic materials for better nationwide participation into sport activities.
Based on the results of analysis, this study can come to the following conclusions:
First, the results of analyzing any difference in servicd quality depending on user characteristics shower that there was no significant difference in service quality depending on gender.
According to age group, the 30's group showed more significant differences in local community contribution placd, club activities and assistancd of special event) than in any other factor(such as friendship promotion, cultural events, offer of educational place, club activities and assistance of special even) than in any other factor type, while the 20's or younger group showed most significant differences in employee factors.
According to academic career, the group graduate from high school showed most significant differences in incidental facility factors and local community contribution factors as listed above. According to marital status, married groups showed more significant differences in employee factors than in any other factor type, which was followed by single group. According to jop, homemaker group showed more significant differences in leadership factors than in any other factor type, followed by management group.
According to income level, the group with monthly income below ￦1 million showed most significant differences in employee factors, while the group with monthly income of ￦ 4-5 million did so in leadership factors. However, it is notable that there was no significant difference throughout all 6 factors of service quality.
Secondly, main facility factors and leadership factors had significantly strong impact on consumers' intention of repurchase. Especially, leadership fctors had higher effects on sports facility images than any other factor type. However, sport program factors had relatively little influence on their intention of repurchase in comparison with any other factor type.

영어초록

This study intends to compare any difference in service quality by factor type according to user's demographic characteristics with regard to service quality of public sport facilities, and closely examine effective ways to manage public sport facilities through the results of analyzing the impact of service quality on consumers' intention of repurchase. Furthermore, this study also recognizes increasingly boosted roles of public sports facilities in facility developmentt and local community, as well as the importance of nurturing and retraining sport instuctors, and analyzes consumers' intention of repurchase. depending on service quality, so that it can provide basic materials for better nationwide participation into sport activities.
Based on the results of analysis, this study can come to the following conclusions:
First, the results of analyzing any difference in servicd quality depending on user characteristics shower that there was no significant difference in service quality depending on gender.
According to age group, the 30's group showed more significant differences in local community contribution placd, club activities and assistancd of special event) than in any other factor(such as friendship promotion, cultural events, offer of educational place, club activities and assistance of special even) than in any other factor type, while the 20's or younger group showed most significant differences in employee factors.
According to academic career, the group graduate from high school showed most significant differences in incidental facility factors and local community contribution factors as listed above. According to marital status, married groups showed more significant differences in employee factors than in any other factor type, which was followed by single group. According to jop, homemaker group showed more significant differences in leadership factors than in any other factor type, followed by management group.
According to income level, the group with monthly income below ￦1 million showed most significant differences in employee factors, while the group with monthly income of ￦ 4-5 million did so in leadership factors. However, it is notable that there was no significant difference throughout all 6 factors of service quality.
Secondly, main facility factors and leadership factors had significantly strong impact on consumers' intention of repurchase. Especially, leadership fctors had higher effects on sports facility images than any other factor type. However, sport program factors had relatively little influence on their intention of repurchase in comparison with any other factor type.

참고자료

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