Changing Customer Satisfaction before and after the Introduction of Compulsory Competitive Tendering (CCT) to a Sports Centre in Japan
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- MANO Yoshiyuki
- Faculty of Sport Sciences, Waseda University
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- SHOJI Hiroto
- Graduate School of Sport Sciences, Waseda University
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- HONME Emi
- Japan Sport Association
Bibliographic Information
- Other Title
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- 公共スポーツ施設の指定管理者制度導入前後の利用者満足度の変化―A体育館を対象とした事例研究―
- コウキョウ スポーツ シセツ ノ シテイ カンリシャ セイド ドウニュウ ゼンゴ ノ リヨウシャ マンゾクド ノ ヘンカ A タイイクカン オ タイショウ ト シタ ジレイ ケンキュウ
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Abstract
The Local Authority Act of Japan, revised in September 2003, aimed to reduce costs for public services and to enrich public service quality. As a result of the Act, all local authorities had to introduce CCT for public sports facilities by September 2006. The aim of this research was to clarify the change in customer satisfaction of a sports facility before and after the introduction of CCT using one facility in Japan as a case study, and to compare some performance data before and after the introduction of CCT. The data before CCT were collected in February 2006 and the post-CCT data were collected in February 2007 and 2008. Random sampling of respondents was used in those years. In total, 377 respondents in 2006, 587 respondents in 2007 and 457 respondents in 2008 were asked to complete the questionnaire after their activity. Some of the mean scores of users′ satisfaction were significantly higher than those recorded before CCT. However, the satisfaction of “Number of people in the pool” , and “Number of people in the activity spaces” in 2007 was significantly lower than satisfaction in two categories in 2006. The mean scores of “Overall satisfaction” of users in 2007 were significantly lower than those in 2006, but after that they recovered in 2008.
Journal
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- Journal of Japan Society of Sports Industry
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Journal of Japan Society of Sports Industry 19 (2), 223-229, 2009
Japan Society of Sports Industry
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Details 詳細情報について
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- CRID
- 1390001205317869312
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- NII Article ID
- 130000921097
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- NII Book ID
- AA11424434
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- ISSN
- 18842534
- 13430688
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- NDL BIB ID
- 10488379
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- Text Lang
- en
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- Data Source
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- JaLC
- NDL
- Crossref
- CiNii Articles
- KAKEN
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- Abstract License Flag
- Disallowed