중국 공공체육 참가자의 지각된 서비스 품질이 고객만족 및 피트니스참여에 미치는 영향
Influence of China's public sports participants by perceived service quality on customer satisfaction and fitness participation
- 주제(키워드) 도움말 중국 공공체육 , 지각된 서비스 품질 , 고객만족 , 피트니스참여
- 발행기관 강릉원주대학교 일반대학원
- 지도교수 도움말 정우진
- 발행년도 2022
- 학위수여년월 2022. 8
- 학위명 박사
- 학과 및 전공 도움말 일반대학원 체육학과
- 세부분야 해당없음
- 실제URI http://www.dcollection.net/handler/kangnung/000000011223
- UCI I804:42001-000000011223
- 본문언어 한국어
초록/요약 도움말
Public sports service is an important part of the strategic action to promote a healthy China, and it is also a major strategic decision made by the Party Central Committee with Comrade Xi Jinping at its core on the basis of scientifically judging the characteristics of Chinese social development in the new era. The public sports service quality, which is a model of quality research in the service field, plays a pivotal role in improving the public's participation in fitness, thereby improving the health level of the whole people. Customer satisfaction is an intuitive reflection of the quality of public sports services, and plays a reverse guiding role in the focus, strength, and methods of public sports services. Based on this, this study takes the five dimensions of tangibility, reliability, responsiveness, assurance and empathy as the observation variables of public sports service quality; from the three dimensions of satisfaction compared with expectations, satisfaction compared with ideal, and total satisfaction as the observation variables of customer satisfaction; from the two dimensions of participation attitude and participation behavior as the observation variables of fitness participation, using the quantitative research method of structural equation model, combined with the theory of quality management and social psychology, the direct or indirect relationship between the three is studied. This study uses the literature method and mathematical statistics method as the primary research methods and collects and consults the research results and related policies and regulations of management, psychology, sociology and other disciplines. A stratified sampling network survey collected 461 valid data on the impact of public sports service quality on customer satisfaction and fitness participation in Henan Province. And 1138 valid data on the impact of national public sports service quality on customer satisfaction and fitness participation as research needs. Research results : 1) The quality of public sports services can positively impact customer satisfaction. A more in-depth analysis found that tangibility, reliability, responsiveness, assurance, and empathy affect the value of total satisfaction, expected satisfaction, and ideal satisfaction, respectively. 2) Customer satisfaction will have a positive impact on fitness participation. The specific performance is that total satisfaction, expected satisfaction, and ideal satisfaction affect participation attitude and behavior. 3) In public sports services, customer satisfaction is mediating between the quality of public sports services and fitness participation. 4) As a mediating variable, customer satisfaction can affect fitness participation through the impact of public sports service quality on customer satisfaction.
more목차 도움말
I. 서 론 1
1. 연구의 필요성 1
2. 연구목적 6
3. 연구변인 6
4. 연구가설 7
5. 용어의 정의 10
6. 연구의 제한점 12
II. 이론적 배경 13
1. 공공체육 서비스 품질 13
2. 고객만족 20
3. 피트니스참여 25
4. 연구가설 모형 30
III. 연구방법 33
1. 연구설계 33
2. 연구대상 34
3. 조사도구 36
4. 설문지의 신뢰도와 타당도 40
5. 자료처리 65
IV. 연구결과 66
1. 인구통계학적 특성에 따른 지각된 서비스 품질, 고객만족, 피트니스참여의 차이 66
2. 지각된 서비스 품질과 고객만족 및 피트니스참여의 상관관계 72
3. 지각된 서비스 품질, 고객만족 및 피트니스참여의 관계 73
4. 지각된 서비스품질 하위변인과 고객만족 및 피트니스참여 간의 관계 77
V. 논 의 84
1. 인구통계학적 특성에 따른 지각된 서비스 품질, 고객만족, 피트니스참여의 차이 84
2. 지각된 서비스 품질이 피트니스참여에 미치는 영향 86
3. 지각된 서비스 품질이 고객만족에 미치는 영향 88
4. 고객만족이 피트니스참여에 미치는 영향 90
5. 지각된 서비스 품질, 고객만족 및 피트니스참여의 매개효과 91
VI. 결론 및 제언 94
1. 결론 94
2. 제언 95
