지역사회서비스투자사업의 구매결정 요인과 품질만족 차이 분석

장춘옥,이정은 국제문화기술진흥원 2021 The Journal of the Convergence on Culture Technolo Vol.7 No.4

현재 지역사회서비스 분야는 다양한 형태의 서비스 제공 방식이 가능한 형태로 앞으로 사회서비스 시대를 맞 아 수요가 더욱 증가할 것으로 예상한다. 그러나 지역사회서비스투자사업은 상품으로서의 재화와 서비스의 거래가 이 루어지는 추상적인 영역에서 인간의 행동에 영향을 미치는 심리의 작용이나 원리에 시장기제을 도입하여 공정한 경 쟁을 통한 질적 향상을 위한 구조를 만들었으나 현재 사회서비스 시장은 서비스품질의 체계적인 관리 및 모니터링이 부족한 실정이다. 본 연구의 목적으로 이러한 환경적 요구에 맞게 수요자 방식의 사회서비스 품질향상을 위해 서비스 선택에 대한 요인들과 서비스품질과의 관계를 알아보고 품질향상을 위해 연구결과를 활용하고자 한다. 본 논문에서 사용될 연구모형은 지역사회서비스투자사업 품질측정에 사용되고 있는 신뢰성, 응답성, 공감성, 확신성, 유형성 등으 로 서비스 만족의 5가지 요소영역을 측정하여 서비스 구매결정요인과 서비스 품질만족의 차이를 알아보고자 한다. 또 한, 본 연구의 4가지 연구가설의 주요요인을 찾아내어 그 결과를 활용함으로써 지역사회서비스투자사업의 품질향상을 유도할 수 있는 다양한 전략적 시사점을 제시하였다. Currently, in the field of community service, it is expected that the demand will further increase in the future by enabling the form of providing various types of services. However, the local community service investment project is an abstract Although the structure for fair competition was created by introducing a market mechanism derived from the action or principle of psychology that affects human behavior in the field, systematic management and monitoring of the quality of social services is insufficient. The purpose of this study is to find out the relationship between service selection factors and service quality in order to improve the quality of social services in the consumer's way to meet these environmental needs, and to utilize the research results for quality improvement. The research model to be used in this paper measures the five element areas of service satisfaction such as reliability, responsiveness, empathy, certainty, and tangibility, which are used to measure the quality of local community service investment projects. In addition, we are various strategic implications that can induce the quality improvement of local community service investment projects are presented by finding the main factors of the four research hypotheses of this study and utilizing the results.

공연예술서비스가 고객만족과 재구매 활성화 의도에 미치는 요인에 관한 연구

정제윤,박현숙 한국유통과학회 2012 유통과학연구 Vol.10 No.10

Purpose - This study was conducted to evaluate service quality, perceived value, and satisfaction in the performing arts in order to establish a system of relationships that predicts repurchase intention, which increasingly needs to be studied as the domestic performing arts market grows. Research design, data, and methodology - Another purpose of this study is to identify ‘work-related factors’ and ‘performing-arts-related factors’ in the performing arts industry, and to observe the influence of the core SQ factors expected to influence audiences’ purchase intentions through perceived value and customer satisfaction. The empirical study to test the hypothesis was based on a review of the literature and employed the survey method; data were collected from a total of 500 audience members. Results - The major results of the analysis are as follows. First, in terms of quality factors affecting perceived value, literary quality, level, professionalism, and musical quality were shown to have a significant influence as key factors from the performing arts perspective, while reliability, convenience, and related costs were indicated to exert a significant influence as additional factors related to work. Secondly, the quality factors with a significant influence on customer satisfaction were literary quality, professionalism, and musical quality, which were shown to have a significant influence from the performing arts perspective, while only reliability was indicated to exert a significant influence on work-related factors. Third, perceived value was shown to have a strong positive (+) influence on customer satisfaction, with both perceived value and customer satisfaction exerting a significant influence on the revisit intention. Finally, according to the results a difference analysis with demographic variables, viewing variables as moderating variables, differences according to gender were indicated in the influence of literary value and lel on perceived value, and in the influence of convenience and professionalism on customer satisfaction as well. Also, in terms of the influence of perceived value on customer satisfaction, males were found to be more influenced than females. Conclusions - Based on the above results, the suggested implications of the present study are as follows. First, through the consideration of not only the crucial work perspective in performing arts services, which has been inadequate in the past, but the additional performance-related level, the previously unevenly distributed viewpoints were expanded for application. Second, in verifying the relationship between expanded quality factors and the factors that determine consumer behavior while simultaneously considering key factors and additional related factors, work-related service quality factors were shown to exert a stronger influence on perceived value and customer satisfaction than performance-related factors. Third, for service factors related to performance, the reliability factor exerts an influence on perceived value and customer satisfaction, requiring that a performance planner secure and manage diverse channels to immediately support customer requests in providing performance theater services.

셀프서비스 기술의 품질차원과 고객만족의 관계

이정호 한국유통경영학회 2019 유통경영학회지 Vol.22 No.5

Purpose: The number of self-service technology users has recently increased in steep, which started to distributors more opportunities to enter into new service delivery system. Along with the growing importance of quality factors, and self-service technology convenience, there have been voices over the need of systematic research into verification of the relationship between those related variables by breaking down either self-service technology quality or perceived satisfaction in multidimensional aspects, which has been studied form a single dimensional perspective. Therefore, this study investigates how the self-service technology quality from a multidimensional perspective of the construct affects perceived satisfaction. And this study is to provide the quality factors which influence customer satisfaction in self-service technology and to examine the mediating effect of perceived service quality on these casual relationships. Research design, data, and methodology: This study presents a new modified Information System Success Model for measuring quality factors of self-service technology and investigates relationships between these factors and customer satisfaction. This study was conducted a survey targeting the self-service technology users and collected 209 questionnaires in Korea. The data collected through the survey was analyzed using measurement model analysis by using SPSS 22.0 and AMOS 20.0. The test methods of the hypotheses are correlation analysis, regression analysis, and mediated regression analysis. In particular, the measurement model used for this study divided quality of self-service technology into two dimensions such as information quality and system quality. And the mediated regression analysis tested the hypotheses for this study. Results: The results of this study are as follows; regarding the influence of quality dimension of self-service technology on customer satisfaction, it was found that the effects of information quality and system quality were significant on customer satisfaction. And it was found that information quality has stronger positive effect on customer satisfaction than system quality, which in turn, there is full mediating effects of perceived service quality on these relationships. Conclusions: The great spread of self-service technologies is driving distributors to reshape their service delivery systems, which started to them more opportunities to improve operating efficiency. This study can provide implications for quality strategy and effective alternatives for operating self-service technologies.

상담서비스 품질에 대한 상담사의 인식에 영향을 미치는 요인 - 전자제품 상담서비스를 중심으로 -

이은희,이명희 한국소비자정책교육학회 2019 소비자정책교육연구 Vol.15 No.1

Improving the quality of counseling services has reasonable and satisfactory results for both the trading partners, the business, the consumer, and the society as a whole. Therefore, under the premise that improving the quality of counseling services is very important, this study aims to contribute to improve service quality by identifying factors affecting counselors' service quality awareness. In particular, it was sought to identify the impact of related variables on the sub-dimensions that make up the service quality, and to identify the effects of related variables and sub-dimensions on the comprehensive recognition of the quality of the counseling service. The results of the analysis with a total of 301 effective data collected for counselors working at the customer center are as follows. First, the average value of the sub-factors of the quality of the counseling service was 5.48 for response and reliability, 5.10 for certainty, 5.07 for empathy, and 4.19 for accessibility (7 Likert scale). The average value of accessibility was the lowest among the sub-factors, but it does not affect the comprehensive perception of the quality of counseling services. Second, certainty was the highest at .389, followed by the altruistic tendency .352 and the response and reliability .207 on the total effect on the comprehensive recognition of the quality of the counseling service. Third, supervisory support was the highest at 5.71, followed by peer support at 5.44 and altruistic tendency at 5.26 on the average value of counselors' work-related characteristics. On the other hand, the emotion and body exhaustion is 5.10 and the work tightness is 4.85. So counselors think that they receive a little support from their bosses or colleagues, but they also feel a little negative about their work. Fourth, the altruistic tendency of the counselor affects both all the sub-factors and the comprehensive perception of the quality of the counseling service, and was the second highest in the total causal effect. Work tightness was affecting comprehensive perceptions through certainty. Peer support was mediated through response reliability and conviction, and boss support was mediated through empathy, which had a positive impact on the comprehensive perception of quality of counseling service. 상담 서비스 품질 향상은 거래당사자인 기업과 소비자, 그리고 사회 전체 모두에게 합리적이고 만족스러운 결과를 가져온다. 따라서 본 연구에서는 상담 서비스 품질 향상이 매우 중요하다는 전제 하에, 상담사들의 서비스 품질 인식에 영향을 미치는 요인을 파악함으로써 서비스 품질 향상에 기여할 수 있는 기초자료를 제공하고자 하였다. 특히 서비스 품질을 구성하는 하위 차원들에 대한 관련변수의 영향을 파악하고, 또한 관련변수와 하위차원들이 상담서비스 품질의 종합적 인식에 미치는 영향을 규명하고자 하였다. 조사대상은 고객센터에서 근무하는 상담사를 대상으로 하였으며, 연구 결과는 다음과 같다. 첫째, 상담서비스 품질 하위요인들의 평균값은 대응신뢰성이 5.48, 확신성이 5.10, 공감성이 5.07, 접근성이 4.19로 나타났으며(7점 리커트 척도), 접근성의 경우는 평균값이 하위요인들중 가장 낮게 나타났는데도 불구하고, 상담서비스 품질의 종합적 인식에 영향을 미치지 않는 것으로 나타났다. 둘째, 상담서비스 품질의 종합적 인식에 미치는 총효과에 있어 확신성이 .389로 가장 높게 나타났고 다음으로 이타적 성향 .352, 대응신뢰성 .207의 순서로 나타났다. 셋째, 상담사의 업무관련 특성의 평균값을 보면 상사지원이 5.71로 가장 높게 나타났고 동료지원이 5.44, 이타적 성향이 5.26으로 나타났다. 이에 반해 감정육체소진은 5.10, 업무촉박성은 4.85로 나타나, 상사나 동료의 지원을 약간 받는다고 생각하고 있으나 업무로 인한 부정적 측면도 다소 느낀다고 할 수 있다. 넷째, 상담사의 업무관련 특성 중 이타적 성향은 상담서비스 품질의 하위요인 모두와 종합적 인식에 영향을 미치는 것으로 나타났으며 총인과 효과도 두 번째로 높게 나타났다. 업무촉박성은 상담서비스 품질 하위요인 중 확신성을 매개로 종합적 인식에 영향을 미치고 있었다. 동료지원은 대응신뢰성과 확신성을 매개로 하여 상담서비스 품질의 종합적 인식에 정적 영향을 미치고 있었다. 이에 반해 상사지원은 공감성을 매개로 하여 상담서비스 품질의 종합적 인식에 정적 영향을 미치고 있었다. 다섯째, 여성이 남성보다 업무촉박성과 감정육체소진은 더욱 크게 느끼는 반면 상담 서비스의 대응신뢰성과 확신성 및 종합적 인식을 낮게 평가하고 있었다. 연령에 있어서는 40대 집단이 다른 집단에 비해 이타적 성향도 높고 상담서비스의 공감성과 대응신뢰성 및 종합적 인식이 높은 것으로 나타났다. 또한 근속년수에 있어서도 근속년수가 긴 집단이 이타적 성향, 상담서비스의 공감성, 대응신뢰성, 확신성 및 종합적 인식이 높은 경향을 보인다.

발달재활서비스 품질요인 규명에 관한 질적 연구

양일모 ( Yang¸ Il Mo ) 한국정서행동장애학회(구 한국정서·행동장애아교육학회) 2020 정서ㆍ행동장애연구 Vol.36 No.4

본 연구는 발달재활서비스 제공현장에서 활동하고 있는 9명의 연구참여자(운영자 2명, 제공인력 7명)의 경험과 체험을 현상학적 연구를 통해 발달재활서비스의 품질요인을 규명하고자 하였다. 품질을 결정짓는 요소들이 무엇인지에 대해 제공기관에게 요구되는 품질요소와 제공인력에게 필요한 품질요소 그리고 서비스의 목적을 달성할 수 있는 품질요소 등의 세 가지 연구문제에 대해 반구조화된 인터뷰를 활용하여 자료를 수집하고, 반복적 비교분석법을 통해 3개의 대주제와 13개의 하위주제를 도출하였다. 그 결과는 첫째로, 서비스의 신뢰성, 협력관계, 문제대응능력, 관리체계, 근무여건을 포함하는 서비스 구조화 강화 노력과, 둘째로, 서비스의 책무성과 준비된 서비스 그리고 서비스의 전문성을 대표하는 서비스 적합성 제공 노력, 셋째로, 성과관리체계, 전문가의 수퍼비전, 가족의 협조, 정보의 공유, 통합적 계획 수립 등의 서비스 효과성 확보 노력 등이었다. 이상과 같이, 본 연구는 재활과 치료가 중심이 되는 발달재활서비스 과정을 통해 장애아동의 삶의 수준을 높일 수 있는 제공기관과 제공인력의 노력이 무엇인지 살펴보고, 그 과정에서 서비스의 질적 수준, 즉, 품질에 영향을 미치는 요인들을 질적 연구의 방법을 통해 규명해봄으로써 발달재활서비스의 품질특성을 체계화하는 토대를 마련하였다는데 큰 의미가 있으며, 발달재활서비스의 품질관리를 위해 품질지표의 지향점을 확인할 수 있는 유의미한 결과를 도출하였다는 점도 중요한 성과라 하겠다. This study attempted to identify the quality factors of developmental rehabilitation service through phenomenological research on the experiences of research participants active in the field of developmental rehabilitation service. The research questions are as follows; Quality factors required by providers, quality factors required by providing personnel, and quality factors that can achieve the purpose of the service. Data was collected using semi-structured interviews on the research questions set in this way, and 3 major topics and 13 sub-themes were derived through constant comparison method. The results of the study are as follows; Firstly, efforts to reinforce service structure including service reliability, cooperative relationship, problem response ability, management system, and working conditions were confirmed. Secondly, it was found that efforts to provide service suitability representing service accountability, prepared services, and service expertise were needed. Thirdly, efforts to secure service effectiveness were confirmed, which consisted of a performance management system, supervision of experts, cooperation of families, sharing of information, and establishment of an integrated plan. As described above, this study attempted to examine the efforts of providers and human resources to raise the quality of life of children with disabilities through the developmental rehabilitation service process centered on rehabilitation and treatment. In the process, it is of great significance that it has laid the foundation for systematizing the quality characteristics of developmental rehabilitation services by identifying factors that affect the quality of services, that is, factors affecting quality through a qualitative research method. In addition, it is an important achievement that this study drew meaningful results in that it confirmed the orientation point of quality indicators for quality management of developmental rehabilitation services.

호텔 서비스품질 만족도에 대한 집단별 특성 분류에 관한 연구

김창준,이창기 한국호텔관광학회 2008 호텔관광연구 Vol.10 No.2

In this paper, the selective attribution and satisfaction for service quality are empirically analyzed through a survey that investigate into customers who use a hotel. First, we execute exploratory factor analysis for the preference of service quality which are evaluated by hotel customers. Also, we perform reliability analysis for components of service quality using the test of Cronborch's Alpha. And in order to find the significant factors in the satisfaction of service quality, regression analysis are conclusively performed to prove which factors affect to the satisfaction of service quality. According to the findings of analysis, customer attention and caring, unexpected service, food and beverage service, and room service are revealed as significant factors for the satisfaction of service quality. And a factor which is most influenced upon the satisfaction of service quality is revealed as an unexpected service factor. It thus appears that a differentiation factor for the satisfaction of service quality is an unexpected service factor. Finally we can identify two significant groups among the significant factors of satisfaction of hotel service quality by K-means cluster analysis.

외식 프랜차이즈 입지요건과 서비스 품질 요인이 고객만족에 미치는 영향

조인석,조규연,안상봉 한국벤처창업학회 2016 벤처창업연구 Vol.11 No.5

This study is to examine the importance of site selection and service quality in franchise business as food service franchise became one of the fastest-growing service industries today. The chief finding of this study is as follows: First, a survey in locational and service quality factors affecting food service franchise shows that responders are more concerned with hygiene and visibility of the store than proximity and transportation advantages which reflects low statistical significance, thus the distance did not seem to be a big problem for the responders in the context that they mostly visit nearby food franchise. Second, the examination of the influence by the service quality factors and customer satisfaction shows significant positive relation with customer response, speed and accuracy, and accuracy factors which reveals that the responders prefer prompt response and swift judgment toward the customer's needs and expectations, professional knowledge services to the credibility factors in which little correlation with the customer satisfaction were found. Third, the examination of the influence by the service quality factors, locational factors, and re-visit reveals that customer response and specialty showed statistically significant correlation with intention of WOM (Word of Mouth) and revisit, which suggests that swift judgment and response toward the customer's needs and expectations, professional knowledge services is of great importance to both customer satisfaction and revisit. The study on the aspects of locational and service quality factors affecting franchise industry's customer satisfaction was conducted as above, an investigation in both factors' influence on the customer satisfaction was made, and based on the results of the analysis, this research seeks an optimal operation strategy of a franchise business. Food service franchise are relatively very competent to business adminstration and reaction capability to consumption changes due to the already established market, and there are stores springing up everywhere inspired by the founders who are too confident of their success in the franchise business. However, it is necessary for the franchise beginners to figure out a zone oriented, regular customer oriented business strategy than just complying with the head office manual. Owing to an increasing trend of opening medium to large sized stores and investments in the wake of converting to multiple business type Korean food franchise, there is growing need to set up new concept of store development and operational management strategy in order to overcome the excessive competition and limited sales volume of the old-fashioned small sized, small capital franchise stores. Furthermore, as most business category of food service franchise serve very similar menus, from a product differentiation point of view, it is required to map out flexible sales concept including the adoption of competitive and low-price strategy. In conclusion, as is shown in the analytical research, the customers' optimal choice fluctuate over their preferences like customer convenience and circumstances rather than insisting on specific brand, thus it will be necessary for the franchise stores to draw up aggressive strategy and planning in running food service franchise to maximize their profits. 본 연구는 외식 프랜차이즈의 입지요인과 서비스 품질 요인이 고객만족에 어떠한 영향을 미치는지를 파악하기 위해, 외식 프랜차이즈 예비창업자들을 연구대상으로 제한하여 외식 프랜차이즈 점포의 이용자에 대한 선호도 분석을 실시하였다. 이를 통해 예비 창업자들에게 외식경영에 있어 보다 이익을 극대화할 수 있는 대안을 제시하는 것이 본 연구의 목적이다. 본 연구에 대한 가설을 검증한 결과 첫째, 외식 프랜차이즈 입지요인과 서비스 품질 요인의 영향력 검증 결과, 응답자들은 점포의 청결함과 가시성을 중시하는 것으로 나타났으며, 근접성 및 교통편이성이 통계적으로 유의하지 못한 이유는 응답자들이 가까운 외식업소를 주로 이용하므로 거리가 크게 문제가 되지 않은 것으로 판단된다. 둘째, 서비스 품질요인과 입지요인과 고객만족의 영향력에 대해 살펴본 결과, 고객반응과 신속정확성, 정확성 요인이 영향력이 높게 나타나 응답자들은 고객의 욕구와 필요에 대한 신속한 반응과 빠른 판단 그리고 업무에 대한 전문적인 지식으로 서비스를 제공해주길 원하는 것으로 나타났으며, 신뢰성에 관련된 요인은 고객만족과는 관련성이 낮게 나타났다. 셋째, 서비스 품질요인과 입지요인과 재이용의 영향력에 대해 살펴본 결과, 재이용의도와 구전의도 두 요인에서 고객반응과 전문성이 모두 통계적으로 유의한 결과를 나타내어 고객만족과 비슷한 통계결과가 나타나 고객만족과 재이용 모두 고객의 욕구에 대한 발 빠른 판단과 행동 및 전문적 지식이 중요한 것으로 파악된다. 이상의 연구 결과는 외식프랜차이즈 창업시 입지요인과 서비스 품질 요인이 고객만족에 미치는 영향을 살펴봄으로써 예비 창업자들의 성공가능성을 높여줄 것으로 판단하며 나아가 기존의 창업자들에게도 직·간접적인 영향 요소들에 대한 개선을 통해 목표이익의 달성과 이익극대화에 도움이 될 것으로 판단한다.

경정 서비스 품질 결정 요인

송명규(Song, Myung Kyu) 한국상품학회 2021 商品學硏究 Vol.39 No.6

본 연구에서는 경정 서비스 품질이 고객들의 투자(베팅)에 영향을 미치는지를 살펴보았다. 경정 서비스 품질을 경주 운영 품질, 경기력 품질, 장비 품질로 구분하고였다. 이들 경정 서비스 품질이 경정스포츠 매출액에 영향을 미칠 것인지를 검증하기 위해 다중회귀분석을 실시하였다. 분석결과 경주 운영 품질과 장비 품질은 경정 경주 참가 고객의 투자(베팅)에 영향을 미치지 않는 것으로 나타났다. 경기력 품질의 경우에는 출발 위반 개선율, 출주 제외 건수, 선주 제재율 등이 유의적인 영향을 미치는 것으로 검증되었다. 출발 위반 개선율은 매출액과 정(+)의 관계를 보이는 반면 출주 제외 건수와 선수 제재율은 매출액과 부(-)의 관계를 보이는 것으로 나타나 일반적인 예상과 일치하는 것으로 검증되었다. 다음으로 경정 서비스 품질 요인별로 경정스포츠 매출액에 미치는 영향은 차이가 있는지 검증하기 위해 집단 간 차이분석을 실시하였다. 분석결과 경기력 품질에서만 품질관리 수준이 평균보다 높은 품질평가 상위집단(G1)과 품질관리 수준이 평균보다 낮은 품질평가 하위집단(G2) 간에 있어서 유의적인 차이를 보이는 것으로 나타났다. 경정 참여 고객들이 투자(베팅) 대상과 규모를 결정할 때 운영 품질과 장비 품질보다는 경기력 품질을 중요 의사결정 요인으로 고려하고 있음을 알 수 있다. 이는 경주 운영 품질과 장비 품질은 베팅산업의 속성상 게임에 참여하는 고객들이 품질에 문제가 발생할 경우 이를 비교적 쉽게 인지할 수 있고 경주운영 주체의 지속적인 노력으로 표준화가 이루어졌으며 경기결과에 미치는 영향이 상대적으로 작기 때문으로 풀이된다. 본 연구의 결과는 경정 서비스 품질 증대를 위한 방향성 제시와 효과적인 마케팅 전략 마련에 기여할 수 있을 것으로 기대한다. This study examined the effects of the relationship between motor boat racing service quality factors on the customers investment (betting) . The motor boat racing service quality is divided into race operation quality, performance quality, and equipment quality. First, multiple regression analysis was used to examine the quality of motor boat racing service would affect the sales of motor boat racing service. The race operation quality and equipment quality did not affect the investment (betting). The performance quality was confirmed that the improvement rate of departure violations, the number of cases excluded from running, and the shipowner sanctions rate had a positive impact on sales. The improvement rate of starting violations showed a positive (+) relationship with sales, while the number of exclusions from running and the athlete sanction rate showed a negative (-) relationship with sales, which is the result consistent with the previous studies. A difference analysis was used to compare the difference in the effect of each motor boat racing service quality factor on motor boat racing service sales. Only in performance quality was a significant difference between the upper-level quality group(G1) and the lower-level quality group(G2). Customers consider performance quality as an important decision making factor rather than race operation quality and equipment quality. This is due to the nature of the betting industry, the race operation and equipment qualities relatively easy to recognize when there is a problem with the quality of customers. This study is expected to provide a rationale for suggesting direction for improving the quality of motor boat racing service and effective marketing strategies.

SRT 서비스품질이 고객 반응과 재이용의도에 미치는 영향

황낙건,나은영 관광경영학회 2021 관광경영연구 Vol.104 No.-

The Purpose of this study is to measure customer response to the service quality of SRT high-speed trains, to derive key service quality factors that affect their intended reuse and to establish their correlation. To this end, a survey of 213 SRT high-speed train users was conducted and analyzed, resulting in three main service quality factors: interaction quality, outcome quality and physical environment quality and customer responses were identified as service value and emotional value. As a result of the analysis, seven out of eight hypotheses were adopted in the hypothesis test between service quality, head response, and intention to reuse. The conclusions of this study are as follows: First, in the hypothesis established to identify the relationship between service quality characteristics and service value of customer response factors, the resulting quality and physical environment quality have a significant impact on service value. This can be seen as a result of the weakening of communication and empathy with customers and SRT employees due to the impact of the Covid-19 virus that has continued for more than a year. Second, the hypothesis established to establish the relationship between the characteristics of service quality and the emotional value of customer response factors shows that interaction quality, outcome quality, and physical environment quality all have significant effects on emotional value. Third, the hypothesis established to establish the relationship between customer response and reuse intention showed that all factors, such as interaction quality, outcome quality, and physical environment quality, significantly affect reuse intention.

장애인복지시설 서비스 질의 결정요인 : 시설사회화 요인을 중심으로

김문동(金文東),이희선(李熙善) 한국정책과학학회 2008 한국정책과학학회보 Vol.12 No.2

본 연구는 장애인복지시설의 사회화 정도와 서비스 질 수준의 실태파악을 토대로, 장애인복지시설의 사회화 요인들이 서비스 질에 미치는 영향을 분석하고자 하였다. 특히 어떠한 시설사회화 요인들이 서비스 질에 상대적으로 더 많은 기여를 하는지를 파악하여, 서비스의 질을 개선하기 위한 시설사회화 요인들의 발전적 추진을 도모하려는 데 그 목적을 두었다. 이에 따라 선행연구 등 문헌적 고찰을 통하여 서비스 질의 개념을 기본권서비스, 기초생활서비스, 전문적 재활서비스 등 3개의 종속변수로 구성하였고, 장애인생활시설의 서비스 질을 설명하는 개념인 시설사회화 요인에 관해서는 시설생활자의 처우수준, 지역사회에의 시설 및 서비스 제공, 시설 운영의 민주화, 공공행정과의 연계 등 4개의 독립변수를 구성하여 분석을 위한 모형과 가설들을 설정하였다. 가설검증을 위하여 장애인복지시설 중 현행 장애인생활시설 265개소의 시설생활자 및 그 가족과 전문인력을 대상으로 설문조사를 통하여 자료를 수집하였으며, 수집된 자료를 빈도분석, 요인분석, 다중회귀분석 등의 통계분석기법을 활용하여 실증적으로 분석하였다. 분석결과 시설운영의 민주화 변수는 서비스 질 변수들 모두에 긍정적으로 유의미한 영향을 미쳤으며 그 상대적 기여도가 가장 큰 것으로 나타났다. 또한 시설생활자의 처우수준 변수는 기초생활 서비스의 질에 유의미한 영향을 미치고 있으며, 공공행정과의 연계 변수는 기본권서비스 질에 유의미하게 영향력을 미쳤다. 반면에 지역사회에의 시설 및 서비스 제공 변수는 통계적으로 서비스 질 변수 모두에 영향력을 미치지는 않는 것으로 밝혀졌다. 따라서 시설의 민주적 운영 및 투명성 확보와 시설생활자의 처우수준, 공공행정과의 연계 노력 등의 요인들은 장애인복지시설의 서비스 질을 개선시키는데 있어서 기초적인 정책적 시사점이 될 수 있을 것으로 사료된다. This study is to analyze the major determining socialization factors which impact on the quality of service, based on the survey of actual conditions of socialization and service qualities in the welfare facilities for the handicapped. Particularly, the study aims at enhancing the quality of services as well as driving forward the socialization factors by identifying which socialization factor of facilities contributes to the quality of services. Hence, the study constructs the frame of analysis and hypotheses consisting of three dependent variables constitutively defined the concept of service quality--- i.e., the services of basic human right, the fundamental life, and the specialty rehabilitation --- and four independent variables constitutively defined the concept of socialization factors --- i.e., the treatment level of facility dwellers, the provision of facility & service for the community, the democratization of facility management, and the connection with public administration. The study conducted a questionnaire survey of social workers working at 265 welfare facilities for the handicapped as well as facility dwellers and their families, and collected a sample data. The study empirically analyzed the data set with frequency analysis, factor analysis, and multiple regression analysis as quantitative methods to test the hypotheses. The major empirical finding indicated that the variable of the democratization of facility management had significantly and positively influence on dependant variables as expected, and was the most powerful determinant than any other independent variable for overall service quality variables. In addition, the variable of the treatment level of facility dwellers had significantly and positively influence on the service of fundamental life. And also the variable of the connection with public administration had significantly and positively influence on the service of basic human right. Yet, the variable of the provision of facility & service for the community had not significantly influence on the overall service quality variables. As such, the study suggested that the promotion of the democratization of facility management, the elevation of the treatment level of facility dwellers, and the solidification of the connection with public administration would be a basic policy suggestion and practically contributed to enhance the service qualities in the welfare facilities for the handicapped.