| Abstract: | 運動設施服務管理的基本價值活動為產品銷售、環境設施、技術指導與相關服務，本研究以台灣北部、中部與南部地區的保齡球館之消費者為便利抽樣之研究對象，實施問卷調查，探討有關進去保齡球館使用前與使用保齡球館設施時，保齡球館所提供設施服務管理的各項差異，並且分析保齡球館設施服務管理因素與因素之間的交互作用，以了解消費者對於保齡球館設施服務管理的意見。數字、百分比、標準差、因素分析、獨立樣本t檢定與多變量分析運用在資料分析。結果指出男性、未婚、學生、20歲（含）以下，3年（含）以下球齡居多。因素分析根據研究目的與量表設計總共萃取8個因素，分別為「器材設備」、「置物櫃」、「服務人員」、「設施服務」、「維修人員」、「場地提供」、「販售服務」與「場地整潔」。獨立樣本t 檢定顯示男性比女性消費者更同意「設施服務」的分析，已婚比未婚之消費者更同意在在「服務人員」、「設施服務」與「器材設備」之分析。多變量檢定分析顯示從事商業的消費者在保齡球館設施服務管理的認知方面較同意目前保齡球館所採取的販售服務，而其他行業之消費者則分別在「服務人員」、「置物櫃」、「設施服務」與「販售服務」有不同的看法。而球齡在3年（含）以下的消費者則對於「器材設備」、「販售服務」、「場地整潔」與「維修人員」比較不認同，與球齡在3年1天-6年與6年以上的消費者達顯著交互作用。服務是一項相當難以量化的情況，建議保齡球館業者在服務人員方面要給予適當的訓練，建立訓練的機制，制定服務的流程。也要維持定期檢查的堅持，許多器材設備如果必須要更新時，在餐飲方面也必須考量消費者打保齡球的情況，較快速簡易又新鮮的餐點是較佳的選擇，也能夠讓消費者在打球抽空用餐之餘，感受到保齡球館所提供相關的服務，更能讓消費者滿意保齡球館附設的餐飲服務。研究結果可提供相關運動項目、學術領域與設施服務管理實務評量工具與參考。
The basic value activities in sport facility service management are product selling, environment and facility, technique coaching, and related service. In order to realize whether there are differences existed toward the facility service management before consumers entering a bowling alley and during exercising process and analyze the interactions among factors of facility service management in a bowling alley, the research subject was selected by convenience sampling among consumers of bowling alleys in Northern, Middle and Southern Taiwan for further understanding consumers’ opinions regarding facility service management of a bowling alley. Collected data was analyzed by number, percentage, factor analysis, t-test and MANOVA. The results indicated that the majority were male, single, students, 20 years old or younger and have played bowling for 3 years or less. Total 8 factors were determined according to the research purpose and scale design. They were “equipment”, “locker”, “service staff”, “facility service”, “maintenance staff”, “accessible area provided”, “service of concession stand ”, and “cleanliness of the alley”. The results of t-test revealed that male consumers were more consent to “facility service” than female consumers; married people were more agreeable with “service staff”, “facility service” and “equipment” than singles. The results of MANOVA analysis showed that respondents who worked in the business industry were more recognized in “service of concession stand”, while others who did not work in business industry had different opinions about “service staff”, “locker”, “facility service” and “service of concession stand”. Participants who have played bowling for three years or less were disagreeable with “equipment”, “service of concession stand”, “cleanliness of alley” and “maintenance staff”, which had significant interactions with participants who have played bowling more than three years but less than six years and those for more than six years. It is very difficult to quantify a “service”, therefore, it is recommended that the management of the bowling alley should set up a training system and service standard for service staff to learn and adhere to. Besides, regular maintenance of equipment is a must-do. As to food and beverage service, fresh and fast food is a better choice to make consumers satisfied. Consumers will not consider eating as a waste of time while they just want to have fun. This research can be referenced for academic researches relating to other sports and scale tools for facility service management |
