2011 Volume 21 Issue 1 Pages 57-66
The aim of this study was to clarify the effect of introduction of Compulsory Competitive tendering (CCT) on “existing” and “new” customers’ satisfaction in a public sports center. A questionnaire (consisting of 19 items) and interview was conducted in “A” sports center, which introduced CCT in April 2006. The survey before CCT was conducted in February 2006 and after CCT in every February of 2007, 2008, and 2009. In total, 1,941 respondents answered the questionnaire. The interviews were conducted by facility managers in June 2007 and May 2008.
Results of ANOVA and two-way ANOVA were following ;
— For “existing” customers, the mean scores of 9 items were significantly higher after CCT than before, but “Number of people in the pool” , “Number of people in the activity spaces” , and “Overall satisfaction” showed opposite results.
— For “new” customers, there were significant differences in 3 items. For example, the mean scores of items about staff in 2007 and 2008 were lower than in 2006.
— From two-way ANOVA, there ware interaction between <existing/new> and <year> in four items. This suggests that the effect of the CCT on customers’ satisfaction of “existing” customers and “new” customers was not the same.
