ScholarWorks@중앙대학교

초록

AbstractThis study aims to identify key service quality attributes in university sports facilities using IPA and analyze satisfaction factors that influence behavioral intention. Students who use university sports facilities are the target group, a total of 337 data were collected, analyzed through frequency analysis, exploratory factor analysis, correlation analysis, reliability analysis, paired sample t-tests, IPA, and multiple regression analysis. Factors in Quadrant I “safety”, “cleaning”, “knowledge and problem-solving”, “attitude”, “problem resolution”, “coaching”, “facility quality”, “language behavior”, “trust”. Factors in Quadrant II “maintenance”, “complaint handling”, “functional”. Factors in Quadrant III “reasonable price”, “modernity”, “convenience spaces”, “situation concern”, “expectations”, “information”, “usage fee.” Factors in Quadrant IV “kindness”, “timely service”, “best to service”, “appearance”. The results of second quadrant II, which examines the impact of service quality satisfaction factors on behavioral intention “maintenance”, “complaint handling”, and “functional” are important factors, also “cleaning”, “trust” and “expectations”. This research develops strategies for improving service quality of university sports facilities to meet student needs.

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