A study on service quality and customer satisfaction in table tennis club in Taipei

[[abstract]]A study on service quality and customer satisfaction in table tennis club in Taipei Pan, Pei-tung Advisor: Cheng, Chih-fu Ed. D. Abstract The purpose in this present study was to reveal the relationship among service quality and customer satisfaction in table tennis club in Taipei. In addition, the study indicated the differences on the club members’ demographic variables between service quality and customer satisfaction. Four hundred and sixty-two members from fifteen table tennis club in Taipei were served as the subjects of this questionnaire survey research. After the data was analyzed with descriptive statistics, one-way ANOVA and canonical correlation, the following findings were concluded. 1. Table tennis club members in Taipei were mainly male with a university or college background and have never been in athlete team. 2. In service quality, “assurance” scored the highest but “tangibles” the lowest. In customer satisfaction, “technical competence” got the highest score but “physic facilities” the lowest. On a whole, table tennis club members in Taipei evaluated highly on both service quality and customer satisfaction. 3. Younger members with the background of lower education level, lower income and never in athlete team evaluated highly on both service quality and customer satisfaction. 4. Service quality is positively related to customer satisfaction; “tangibles”, “responsiveness”, “assurance” and “empathy” in service quality are significant related to “physic facilities”, “club image” and “price and promotions” in customer satisfaction. In other words, service quality positively affects customer satisfaction. From the data analysis, following are the suggestions for managers of table tennis club: improve physic facilities in club and provide bargain discount promotion activities for members in order to increase members’ desire to participate in the club. Future research can investigate not only table tennis club members in different areas but also professional coaches and club managers; it can also utilize both quantitative and qualitative approach methods with in- depth interviews to provide a sound basis for analyzing in the future. Keywords：table tennis club, service quality, customer satisfaction.