本研究目的在探討服務品質與顧客滿意度之現況；以桃園地區游泳池之消費顧客為研究 對象，採用問卷調查方式討論桃園地區游泳池服務品質與顧客滿意度。期望本研究所得結果， 能提供游泳池業者如何藉由提升服務品質，來強化顧客心理層面上的服務價值知覺，提高消 費者的滿意度。本研究依據桃園地區所有公民營游泳池共46 間，而其中有對外營業者僅少數 19 間游泳池為研究對象，每間至少發放20 份問卷；總計共發放760 份問卷、回收705 份有 效問卷、93%之回收有效問卷。研究結果發現，桃園地區的泳客多集中在20 歲以下的大專校 院的學生居多。學校及公民營業者為了應付泳客的需求，必須擴充設施及設備，但這些設施 及設備在淡季時便處於低度的予用狀態。此外，旺季泳客的人數較多，水質、水溫、清潔等 更應需注重，以利永續經營。桃園地區泳池服務品質滿意度之設施具有吸引力及顧客滿意度 之周邊環境整齊、衛浴設備完善為最高，顧客滿意度之櫃台人員主動告知訊息滿意度則是最 低。

The purpose of this study was to explore the current status and the quality of service and overall customer satisfaction. In the pool of customer consumption Taoyuan area for the study, using questionnaire survey to discuss the status of the pool service quality and customer satisfaction in the Taoyuan area. The results obtained in this study expect, how to provide pool industry by improving service quality to strengthen customer service value perception on the psychological level, increasing consumer satisfaction. In this study, based on Taoyuan area all public and private swimming pools total 46, of which only a small number of foreign business by 19 swimming pools for the study, each at least 20 questionnaires were issued; total were distributed 760 questionnaires, 705 valid questionnaires, 93% of the valid responses. The results found that swimmers Taoyuan area are more concentrated in the tertiary students 20 years of age are most common. Business schools and citizens who demand to cope with swimmers, must expand facilities and equipment, but these facilities and equipment during the low season will be low in the state. In addition, the number of season many swimmers, water quality, water temperature, cleaning, etc. should need to focus on, in order to facilitate sustainable development. Surroundings pool Taoyuan area of service quality and satisfaction of the customer satisfaction of neat attractive facilities, sanitary equipment perfect for the highest customer satisfaction the initiative to inform the message counter staff satisfaction is lowest.