| URN | etd-0706121-110153 | Statistics | This thesis had been viewed 111 times. Download 4 times. |
| Author | Cheng -Ta WU | ||
| Author's Email Address | darren1130@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2020 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 64 |
| Title | Research on the Service Quality and Customer Satisfaction of Small Gyms with Two-dimensional Quality Model | ||
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| Abstract | The purpose of the study was to investigate the meaning of service quality and customer satisfaction from the reference using small gyms as an example. Furthermore, used the service quality conception model (PZB model) proposed by Parasuraman, Zeithaml, and Berry from the University of Cambridge in 1985 to design the questionnaire and used the Kano two-dimensional quality model to investigate the service quality and customer satisfaction of small gyms. The paired sample t-test was used in the research method to evaluate the questionnaire survey and analysis, demonstrating that the small gym's service facilities, coach service quality, and the importance of quality and satisfaction of trainee customers are all relatively close. After categorizing by using the two-dimensional quality elements, there were 2 attractive quality elements, 10 must-be quality elements, 7 one-dimensional quality elements, 4 indifferent quality elements, and zero reverse quality elements and invalid quality elements. Finally, this research will adopt adaptive strategy suggestions for each quality element. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2021-06-23 | Date of Submission | 2021-07-06 |