Service Quality Performance Matrix Applied in School Sports Facilities

服務品質績效矩陣在校園運動設施之應用

Abstract

LANGUAGE NOTE | Document text in Chinese; abstract also in English.

From the viewpoint of marketing, schools open sports facilities to the public is the same as the service industry. It is a significant index and challenge in successful management if the service quality satisfies customers. In this articles, base on a standardized service quality performance matrix which proposed by Hung et al., the satisfaction index(I_x) and expectation index (I_y) were used to build a service quality performance matrix with 16 quality zone. The managers can use service quality performance matrix to improve service quality. The satisfaction index and expectation index of the service items must be located in the service quality performance matrix B_ij. Thus, the managers can measure the quality performance value r and draw up a tactic to improve service quality.

以行銷觀點而言，校園運動設施開放使用，就如同服務業，其服務品質能否達到顧客的滿意，為評估營運成功與否的重要指標與挑戰。本文根據Hung等人所提之標準化的服務品質績效矩陣的概念，定義本文滿意度指標(I_x)及重視度指標(I_y)，建構一個16區塊的服務品質績效矩陣。管理者只需依服務要項的滿意度指標及重視度指標所在服務品質績效矩陣位置B_ij，即可評量出各服務項的品質績效值r，並擬定出服務品質的改善的順序與策略。