에어로빅센터 서비스 품질이 만족도와 추천의도에 미치는 영향

Abstract

The purpose of this research is to investigate the level of aerobic center customer regarding service quality subordinate factor( Leader, program, accessibility , facilities) and to know how they influence the purpose of recommendation and to provide the preliminary data of aerobic manager. In order to attain the goal for this research and to know how the leader, program, facilities, accessibility influence on the level of customer satisfaction and the purpose of recommendation, they set the hypothesis as follows. A. Service quality of aerobic center has influence on the level of satisfaction a-1. Leader factor has influence on the level of satisfaction a-2. Program factor has influence on the level of satisfaction a-3. Accessibility factor has influence on the level of satisfaction a-4. Facility factor has influence on the level of satisfaction B. Service quality of aerobic center has influence on recommendation's intention b-1. Leader has influence on recommendation's intention b-2. Program factor has influence on recommendation's intention b-3. Accessibility factor has influence on recommendation's intention b-4. facility factor has influence on recommendation's intention The questionnaire is total 29questions, the service quality is based on previous research and reconstructed the questionnaire which is selected, amended, complemented according to this research by Park, In Hye(2005), Moon Haeng Ja(2003), Yim Ae Suk( 2003), Heo Hyun Mi(1996), ASSA(1992). The questions for the level of customer satisfaction and the purpose of recommendation is reconstruced by Bae Hyang Nam(2003), Choi Young Jin(2002) and they selected and amended the questions based on previous research. The contents of this questionnaire are composed of 7 questions of demography, 17 questions of service quality, 2 questions of satisfaction, 2 purpose of recommendation, the poll conducted simple random sampling centered on aerobic center which is located on Busan Province and Kyunsangnamdo Kimhae in 2009 after they target the group of men and women who involved in exercise. The questionnaire was disseminated total 340copies, they distributed and collected 100 preliminary questions before the questionnaire and conducted the reliability and validity. They collected total 307 copies except the answers which is insincere and omitted on questionnaire. After coding work by using Window Win Program-SPSS 12.0, the statistical treatment has done according to the purpose of the research, and the level of significance set p⟨.05. It showed that the statistical treatment of the data has influence on facilities and leader factor which influence on the level of satisfaction to each factor because of the correlation analysis and multiple regression analysis.