보육 서비스의 품질 지각과 고객만족에 관한 연구

• 영문명: A Study on the Perception and Satisfaction of Service Quality at Kids House
• 발행기관: 한국자료분석학회
• 저자명: 진금옥(Keum-Ok Jin) 허정옥(Jeong-Ok Hur) 이동철(Dong-Cheol Lee)
• 간행물 정보: 『Journal of The Korean Data Analysis Society (JKDAS)』Vol.6 No.6, 1587~1598쪽, 전체 12쪽
• 주제분류: 자연과학 > 통계학
• 파일형태: PDF
• 발행일자: 2004.12.30

국문 초록

한국사회가 급속한 도시화와 산업화에 따른 사회·경제구조의 변화로 보육문제가 사회적 쟁점으로 부각되고 있으며, 단순히 보호기능에 그쳤던 탁아의 개념을 교육기능까지 포괄하는 보육으로 대체하여 추진하기 시작하는 등 보육에 대한 기본입장이 새롭게 정립되고 있다는 데서 본 연구의 중요성을 찾을 수 있다. 본 연구는 서비스품질에 기초하여 어린이집 서비스품질을 측정함으로써 어린이집의 경영 전략을 제시하고자 수행되었다. 이를 위해 어린이집 경영과 서비스품질의 관계를 이론적으로 고찰한 후, 어린이집 서비스를 이용하는 부모를 대상으로 한 실증분석을 통해 어린이집 서비스품질의 실태 및 고객만족에 미치는 영향을 살펴보고자 하였다. 실증적 가설검증 결과 어린이집의 서비스품질 지각은 매우 높게 나타났으며, 어린이집 서비스의 품질 지각과 서비스 만족도 간의 관계도 매우 관련이 높은 것으로 분석되었다. 그러나, 어린이집의 서비스품질 지각과 기대품질 간의 차이는 기대가 더 높은 것으로 나타나 실제로 어린이집의 서비스품질이 고객들의 기대에 못 미치고 있다. 따라서 다양한 보육 욕구가 수용될 수 있도록 보육 서비스의 형태와 프로그램을 다양화시키고, 실질적으로 서비스를 제고하기 위한 경영전략을 제안한다.

영문 초록

This study is designed to examine the service quality of nurseries and further suggest management strategies for the nursery business. And this study looked into the status and quality of the nursery services in Jeju and its influence on customer satisfaction. Hypotheses are as follows. Hypothesis 1 : The recognition of the quality of the nursery service would have positive influence on the recognition of service quality in general. Hypothesis 2 : The recognition of the quality of the nursery service would have positive influence on service satisfaction in general. Hypothesis 3 : The recognition of service in general would have positive influence on satisfaction with the nursery service provided. As for the first hypothesis, the results show that the recognition of the quality of nursery services have positive influence on general service quality recognition. the explanatory power amounts to 36%. Of the recognition of the quality of nursery services, sub-variables including intangibles, responsiveness and sympathy turn out to be meaningful. In particular, intangibles has the biggest power. When it comes to the second hypothesis, the recognition of the quality of nursery services has an explanatory power of 26.8% for service satisfaction in general, looking into sub-variables, only responsiveness has a meaningful power. Meanwhile, the results of Hypothesis 3 show that general service quality recognition has an explanatory power of 44% for the satisfaction with nursery services. That is, general service quality recognition and service satisfaction maintain meaningful relationship. Taken together, the three hypotheses and the results provide such suggestions as follows. First, for the short term, when setting up management strategies, nursery service providers are required to consider what form it should be since the variable of intangibles is the most significant factor. In other words, managers with out-dated houses and facilities should make efforts to have better facilities. Second, for the long term, it should be kept in mind that customers recognition of nursery services is less than what the managers expect and further the managers are required to address this problem. Lastly, there should be continuous efforts at improving service qualities in order to change customers recognition. In addition to such continuous efforts, there should be quality evaluation on a regular basis so that service providers and service takers can understand each other. The empirical survey of this study was carried out only focusing on parents who use nursery services for their children. Not only service evaluation from the demand perspective, evaluation from the supply perspective is required. In addition, this study fails to consider variables of the facilities. With the nursery industries getting diversified, varied variables of nursery facilities should be considered in future studies.

목차

I. 연구의 배경

II. 이론적 배경

III. 실증분석

IV. 분석 결과의 논의점

참고문헌

키워드

보육 서비스 서비스품질 품질 지각 고객만족 Nursery Service Service Quality Quality Perception Customer Satisfaction