Relationship Between the Perceived Leadership Practices of Managers and Customer Satisfaction in Sports Centers in Taipei, Taiwan
Date of Degree
Doctor of Philosophy (PhD)
This research aimed to provide help to the managers of Taiwan's sports industries so that they may look for ways to improve managerial efficiency and increase customer satisfaction.
In Taiwan, technology is constantly advancing, and the percentage of people with higher education levels is increasing. Both physical and mental strength are needed to thrive in one of the fastest-paced economies in the world. People must consider how to lead a healthy life in order to be more productive in the workforce. In recent years, the number of sports centers in Taiwan has grown rapidly due to social needs and the awareness of the importance of having a healthy mind and body. In short, the general social and economic environment in Taiwan has been transformed and has become conducive to the growth of a multiple sports industry. However, some sports centers are very successful, and some are not. A question has arisen in Taiwan's sports environment regarding the connection between the leadership practices of managers and the satisfaction of customers. Very little research has been conducted to examine executive and employee behaviors, customer expectations and satisfaction, and the increasing popularity of sports centers. This research aimed to provide help to the managers of Taiwan's sports industries so that they may look for ways to improve managerial efficiency and increase customer satisfaction. The sample questionnaires were answered by the managers of six sports centers, following the government's Operation-Transfer model. Surveys were administered to approximately 1,500 customers and 240 workers from the six sports centers. This study addressed two main concerns about the future needs of Taiwan's sports industry. These two concerns dealt with the leadership practices of managers and the customers' satisfaction at the sports centers which operate with the OT model. The results of this study were delivered to the managers of Taiwan's sports centers, providing them with knowledge to enhance their professional practice. The results of this study, Spearman rho correlations and MANOVAs clarify the relationships between Inspiring Shared Visions and satisfaction with Tangibles and Empathy and relationship between Enabling Others to Act and satisfaction with Responsiveness and Empathy in sports centers. Employee performance directly affects the satisfaction of the customers of the sports centers. Customer satisfaction with Empathy correlated with all factors of leadership practice and Inspiring Shared Visions had strongest correlation with customer satisfaction.
Liu, Chia-Hao, "Relationship Between the Perceived Leadership Practices of Managers and Customer Satisfaction in Sports Centers in Taipei, Taiwan" (2010). Theses & Dissertations. 225.