網球俱樂部服務品質模型信效度之研究

Study on Reliability and Validity of Service Quality Model of Tennis Club

本研究目的以結構方程模式（structural equation modeling,SEM）驗證網球俱樂部服務品質模型信效度，研究方法以amos21.0統計軟體進行分析，抽樣時間為2019年11月22日～12月10日於大樹網球俱樂部、高雄市體育處中山網球場、金寶網球訓練基地（Jimbo tennis training base），於每個球場參與俱樂部各100位球友填答問卷施測，共計施測300份問卷，扣除填答不完整問卷32份，共計有效樣本數268份，有效問卷率為89.33％。研究結果顯示網球俱樂部服務品質模型有形性（tangibility）、可靠度（reliability）、反應性（responsiveness）、保證性（assurance）和同理心（empathy）等五個構面具有良好收斂效度、區別效度與模型適配度。根據研究結果提升服務品質模型五個構面提出具體建議。

The purpose of this study is to verify the reliability and validity of service quality model of the tennis club with structural equation model (SEM), and the research method is analysis with amos21.0 statistical software. The sampling was taken from November 22, 2019 to December 10, 2019 in Dashu Tennis Club, Kaohsiung Sports Department Zhongshan Tennis Court, Jimbo Tennis Training Base. A total of 300 questionnaires were used for 100 players in each court. After deducting 32 incomplete questionnaires, the total number of valid samples is 268, and the valid questionnaire rate is 89.33%. The results of the study show that tangibility, reliability, responsiveness, assurance, and empathy, which are the five dimensions of service quality model of tennis club have good convergent validity, discriminant validity and model fitness. According to the research results, specific suggestions are made for the five aspects of the model.