A Study on the Service Quality of the Professional Baseball Stadium

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题名:	A Study on the Service Quality of the Professional Baseball Stadium
作者:	Huang,Shy-Yi
贡献者:	Department of Leisure and Recreation Management
关键词:	the Professional Baseball Stadium;Service Quality;Quality Function Deployment
日期:	2005
上传时间:	2009-11-16 08:06:05 (UTC+0)
出版者:	Asia University
摘要:	Taiwan baseball team has been performing greatly in a lot of international games in recent years, thus the professional baseball is getting extremely popular and exciting again. However, the quality of stadium is unsatisfying. According to many researches, one of the important factors to influence people?s will to the professional baseball games is the facility and environment of the stadium. Therefore, improving the service quality of the stadium to meet audience's expectation should attract more people go to the baseball games. This research studies the audience of Sinjhuang, Taichung, and Tainan stadiums through April 12, 2005 to May 24, 2005. This research consists of 547 effective questionnaires, measured by factor analysis as the following five factors on service quality: facilities, guarantee, trusty, considerate service, and interaction. After executing quality function deployment model, we learned the top five quality scopes; they are customer rights, equipment maintenance, caring service, surrounding environmental formation and staff training. The study suggests effective improvement tactics and management of the professional baseball stadium, thus, customer satisfaction can be enhanced by improving the five dimensions and a comfortable stadium future can be expected.
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