整合休閒設施使用者需求與滿意度之研究──以新北市新莊體育園區為例

Integrating Users Needs and Satisfaction of Leisure Facility-Taking Xinzhuang Sport Park in New Taipei City as an Example

民眾在忙碌的工作之餘，開始注意到保持規律運動的重要性，體育園區即是為滿足民眾運動需求而規劃，亦是現代民眾使用頻率極高之休閒設施之一。而過去有關休閒設施之研究，多數偏向於探討設施的使用行為、使用需求與滿意度之現況，很少文獻整合設施使用者需求、滿意度及提出改善策略。本研究以新北市新莊體育園區為例，先透過休閒設施量表建立，輔以重要績效缺口分析（Import ance-Performance-Gap Analysis, IPGA）協助管理者了解設施使用者之重要度與滿意度，並提出設施改善之優先順序。本研究採用問卷進行資料收集，實際回收有效問卷共計250份。本研究利用SPSS統計軟體進行描述性分析、成對樣本t檢定及IPGA等。本研究結果顯示：受訪者對於新莊體育園區之植栽、景觀等有較高的滿意度、在消防系統及環境清潔維護部份，會投入較高的關注。多數受訪者評價設施重要度與滿意度間存在明顯落差，評估因素大都座落在IPGA策略圖的第二象限加強改善（concentrate here）與第三象限低優先順序（low priority）。本研究發現，設施屬性改善的優先順序依序為「消防及逃生動線」、「設施整體清潔」、「設施定期保養」、「緊急通報系統」與「救護中心及醫護」等。本研究針對待改善問題提出建議，提供體育園區管理者之參考依據。

After a busying work day, people began to notice the benefits of exercise. The sport park is not only to meet the people's regular exercise, but also frequently used for a leisure purpose. In the past, most researches on leisure facilities tended to explore the current situation of facility used behavior, demand and satisfaction. Few documents integrated user demand with satisfaction of facilities and proposed improvement strategies. This study aimed to evaluate importance-performance and gap analysis (IPGA) in order to determine facility attributes and to develop its improvement priority for the sport park. The researcher conducted a survey to examine individuals entering Xinzhuang Sport Park, adopted the Purposive Sampling as the sampling method and obtained 250 valid questionnaires. In this study, SPSS statistical software was used for descriptive analysis, paired sample t test and so on. The results of this study found that users were highly satisfied with planting, landscape, etc.. After using the facilities in the Xinzhuang Sport Park, users will pay more attention to the fire-fighting system and environmental cleaning and maintenance of the facilities. The results of IPGA analysis showed that emergency exit systems and alarm systems were located in the area of 'Concentrate here', which were the facility attributes most in demand for urgent improvement of the sport park. This study found that the priority order for improvement of facility factors is ''fire and escape line'', ''facility overall cleaning'', ''facility regular maintenance'', ''emergency notification system'' and ''medical care ''. This research puts forward suggestions on the problems to be improved, and provides references for the managers of sport parks to improve user satisfaction.