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.
