빙상 활성화를 위한 서비스 품질 및 만족요인 분석

Abstract

국문요지

빙상 활성화를 위한 서비스 품질 및 만족요인 분석

한양대학교 대학원 양 태 화

본 연구는 빙상 서비스 품질 및 만족요인을 분석하여 빙상저변확대를 활성화하는 기초자료를 제시하는데 목적이 있다. 저변확대 활성화의 기본이라 할 수 있는 시설의 확충, 우수한 지도자의 양성, 프로그램의 다양화에 중점을 두고 다른 종목 및 분야의 선행연구들을 바탕으로 서비스 품질에 대한 연구방법을 채택하여 진행하였다. 이러한 목적을 달성하기 위하여, 서울시 소재 세 곳의 아이스링크 대관 이용객 및 회원 300명을 모집단으로 설정하여 표본을 추출하였다. 이 중 자료의 채택이 불가피한 12부의 자료를 제외한 288부의 자료를 최종 자료 분석하였다. 설문지 구성은 본 연구에서 설정한 변인간의 관련성을 구체적으로 파악하기 위하여 등간(interval)척도와 비율(ratio)척도의 형태로 측정하였다. 설문지의 모든 문항은 연구의 목적에 유용한 선행연구 결과에 근거하여 구성하였다. 실제 문항의 설정은 조송현, 박문수, 전상천(2006)이 “통합적인 스포츠 서비스 품질 척도의 개발과 타당성”에서 제시한 최종조사도구를 빙상에 맞게 인용 수정･보완하였으며 개념 구성적 접근을 통하여 문항내용을 도출하기도 하였다. 자료 분석을 위한 통계프로그램은 SPSS for Window version 18.0을 활용하여 기술 통계분석(Descriptive analysis), 신뢰도 검사(Reliability analysis), 요인분석(Factor analysis), 일원변량분석(One way ANOVA), 다중회귀분석(Multi-regression analysis)을 실시하였다. 빙상활성화를 위한 서비스 품질 및 만족요인 분석을 위해 본 연구를 수행한 결과 다음과 같은 결론을 도출하였다.

첫째, 개인적 특성에 따라 서비스 품질 및 만족에 유의한 차이가 나타났다. 성별에 따라 시설응대성품질에서 남성이 여성보다 높게 인식하는 것으로 나타났으며 유의한 차이가 있는 것으로 나타났다. 연령에 따라 시설품질의 모든 하위요인에서 유의한 차이가 나타났다. 시설접근성품질과 시설유형성품질은 50대, 시설편의성품질과 시설응대성품질은 20대에서 높게 인식하고 있는 것으로 나타났으며 유의한 차이가 나타났다. 둘째, 이용형태에 따른 서비스 품질 및 만족에 유의한 차이가 나타났다. 시설유형성품질과 프로그램다양성품질은 스피드개인레슨, 시설응대성품질과 지도자신뢰성품질, 프로그램가격품질 그리고 스트레스해소만족은 기타프로그램그룹에서 높게 인식하는 것으로 나타났으며 유의한 차이가 나타났다. 셋째, 서비스 품질은 기능향상에 대한 영향력이 있는 것으로 나타났다. 서비스 품질의 하위요인인 시설편의성품질과 지도자전문성품질에 통계적으로 44%의 유의한 영향을 미치는 것으로 나타났다. 넷째, 서비스 품질은 스트레스해소에 대한 영향력이 있는 것으로 나타났다. 서비스 품질의 하위요인인 프로그램가격품질이 가장 중요한 요인으로 나타났으며 52.6%의 유의한 영향을 미치는 것으로 나타났다.|ABSTRACT

Service Quality and Satisfaction Analysis to promote of Ice Skating

Yang, Tae hwa Department of Physical Education The Graduate School Hanyang University

This study is aim of the proof to increase the skating member motivating the fundamental basic providence of skating services and satisfied materials. The basic rule of increasing of facility, the more compatible leaders, and diversity of many programs are key points to progress this study basically on the former study, especially the other category. Survey data was gathered from 300 people in Seoul who use and/or borrow 3 Ice rinks for their purposes in order to achieve the goal. Total of 288 out of 300 data was qualified for this study. 12 data was not qualified for this study. This study is formatting on the purpose of understanding the irrelativeness on mens relationship which is interval and ratio details. Every items of this questionnaire is basically on the former research. The real questionnaire is on the final research on "Synthetic Scale of Service Quality (SSSQ): Development and Validation." written by Cho song hyun, Park moon soo, Chun sang chun in 2006, to improve that research by using on ice skating to better questionnaire. To analyze the gathering material was SPSS for window version 18.0 which helps and technical statistic analysis, credibility inspection, factor analysis, T-Test, One-Way ANOVA, cross analysis and correlation analysis were made as statistic methods. The results of analyzing improvement of ice skating for service quality and satisfactions are as follow. First, the difference in service quality and satisfaction is on the personal matters. The difference between the man and woman is the key. Man's are appreciate highly aware at the facility responsiveness quality that statistically significant differences. The difference was found between the ages. The 50's appreciate highly aware at the facility access quality and facility ease of use quality. And 20's appreciate highly aware at the facility tangibles quality, facility responsiveness quality. That means statistically significant differences. Second, According to use of forms of facility visiting the significant difference is set to service quality and satisfaction. The facility tangibles quality is highly aware at the speed private lesson, facility responsiveness quality, leaders reliability quality and stress reduction quality is highly aware at the others group. It is statistically significant differences. Third, the increase of facility is depending on service quality. The lower Service quality which is facility ease of use quality, leader specialty is statistically 44% on it. The fourth, Service quality is very affirmative on stress reduction quality. The price of the program in service quality is very important to decrease the stresses which affect 52.6% in it.; ABSTRACT

Service Quality and Satisfaction Analysis to promote of Ice Skating

Yang, Tae hwa Department of Physical Education The Graduate School Hanyang University

This study is aim of the proof to increase the skating member motivating the fundamental basic providence of skating services and satisfied materials. The basic rule of increasing of facility, the more compatible leaders, and diversity of many programs are key points to progress this study basically on the former study, especially the other category. Survey data was gathered from 300 people in Seoul who use and/or borrow 3 Ice rinks for their purposes in order to achieve the goal. Total of 288 out of 300 data was qualified for this study. 12 data was not qualified for this study. This study is formatting on the purpose of understanding the irrelativeness on mens relationship which is interval and ratio details. Every items of this questionnaire is basically on the former research. The real questionnaire is on the final research on "Synthetic Scale of Service Quality (SSSQ): Development and Validation." written by Cho song hyun, Park moon soo, Chun sang chun in 2006, to improve that research by using on ice skating to better questionnaire. To analyze the gathering material was SPSS for window version 18.0 which helps and technical statistic analysis, credibility inspection, factor analysis, T-Test, One-Way ANOVA, cross analysis and correlation analysis were made as statistic methods. The results of analyzing improvement of ice skating for service quality and satisfactions are as follow. First, the difference in service quality and satisfaction is on the personal matters. The difference between the man and woman is the key. Man's are appreciate highly aware at the facility responsiveness quality that statistically significant differences. The difference was found between the ages. The 50's appreciate highly aware at the facility access quality and facility ease of use quality. And 20's appreciate highly aware at the facility tangibles quality, facility responsiveness quality. That means statistically significant differences. Second, According to use of forms of facility visiting the significant difference is set to service quality and satisfaction. The facility tangibles quality is highly aware at the speed private lesson, facility responsiveness quality, leaders reliability quality and stress reduction quality is highly aware at the others group. It is statistically significant differences. Third, the increase of facility is depending on service quality. The lower Service quality which is facility ease of use quality, leader specialty is statistically 44% on it. The fourth, Service quality is very affirmative on stress reduction quality. The price of the program in service quality is very important to decrease the stresses which affect 52.6% in it.