여성 노인 참여자들의 복지관 스포츠 프로그램 서비스 품질에 대한 중요도 및 만족도 분석 (The Analysis of differences between Importance and Satisfaction of Service Quality Attribute to the Elderly women's Participating Sport Program using the IPA Method)

서지정보

· 발행기관 : 한국체육과학회
· 수록지 정보 : 한국체육과학회지 / 28권 / 1호 / 651 ~ 665페이지
· 저자명 : 오윤선

초록

The purpose of this study was to investigate the importance and satisfaction of service quality of community welfare center the elderly women customer utilizing the Importance-Performance Analysis.
First of all, the sample was selected from the women participation of sport program which is provided by community welfare center. Data collecting duration was from March to May, 2018. The survey was distributed to 9 community welfare center in metropolitan area, using convenient sampling method, 230 questionnaires distributed and totally 197 were selected as final valid sample by removing 33 questionnaires.
The data was examined through exploratory factor analysis, reliability analysis, frequency analysis and IPA using SPSS 21.0. The results of IPA analysis were as follows. First of all, Ⅰ quadrant was revealed as providing appointed program, continuous service delivery, rapid response to request, considering the position of members, understanding the needs of members, matching time of use, attention to members.
Secondly, Ⅱ quadrant was revealed as attitude toward members, safety of facilities, knowledge of employees, trust in employees. Thirdly, Ⅲ quadrant was revealed as employees’ attention and effort, internal facilities, dress and appearance of staff, modern facilities and equipment, facilities suitable for sport program. Lastly, Ⅳ was revealed as Reliability of sport program, Appointed service of community welfare center, Voluntary effort for member convenience, providing immediate service. This study would be meaningful as a fundamental resource to manage the sport program in community welfare center.

영어초록

The purpose of this study was to investigate the importance and satisfaction of service quality of community welfare center the elderly women customer utilizing the Importance-Performance Analysis.
First of all, the sample was selected from the women participation of sport program which is provided by community welfare center. Data collecting duration was from March to May, 2018. The survey was distributed to 9 community welfare center in metropolitan area, using convenient sampling method, 230 questionnaires distributed and totally 197 were selected as final valid sample by removing 33 questionnaires.
The data was examined through exploratory factor analysis, reliability analysis, frequency analysis and IPA using SPSS 21.0. The results of IPA analysis were as follows. First of all, Ⅰ quadrant was revealed as providing appointed program, continuous service delivery, rapid response to request, considering the position of members, understanding the needs of members, matching time of use, attention to members.
Secondly, Ⅱ quadrant was revealed as attitude toward members, safety of facilities, knowledge of employees, trust in employees. Thirdly, Ⅲ quadrant was revealed as employees’ attention and effort, internal facilities, dress and appearance of staff, modern facilities and equipment, facilities suitable for sport program. Lastly, Ⅳ was revealed as Reliability of sport program, Appointed service of community welfare center, Voluntary effort for member convenience, providing immediate service. This study would be meaningful as a fundamental resource to manage the sport program in community welfare center.

참고자료

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