노인종합복지관의 시설공간 및 서비스가 노인이용고객의 만족에 미치는 영향 연구

• 영문명: A study on the effects of the facility spaces and welfare services for the elderly user's satisfaction of the senior welfare center -Focused on Seoul city area-
• 발행기관: 한국주거환경학회
• 저자명: 김길영(Kim, Gil-Young) 최민섭(Choi, Min-Seub)
• 간행물 정보: 『주거환경(한국주거환경학회논문집)』住居環境 제11권 제2호 (통권 제21호), 285~307쪽, 전체 22쪽
• 주제분류: 사회과학 > 지역개발
• 파일형태: PDF
• 발행일자: 2013.08.31

영문 초록

The study measured the effect of the service quality on the six senior welfare centers by surveying 405 senior welfare center users in Seoul; The data were analyzed to find out the causality between quality of services, customer satisfaction, a feeling for using the senior welfare centers and cognition. The quality of senior welfare centers was measured based on the SERVQUAL model and the regression analysis to observe the casual connection for the customer satisfaction. The following is the main result from the casual effect model that indicates the customer satisfaction and the feeling of welfare services and facility spaces by the six quality factors of the service quality. Firstly, it was shown that the service quality directly affected the customer satisfaction. Secondly, it was shown that the service quality directly affected the feeling of using the senior welfare center. Thirdly, the customer satisfaction was shown in order of priority; Speciality and Reliability factor, Health and Cleanliness factor, Empathy factor, Responsiveness factor, Tangibles factor.

목차

Abstract

Ⅰ. 서론

Ⅱ. 선행연구의 검토 및 연구의 차별성

Ⅲ. 노인종합복지관의 시설현황

Ⅳ. 연구의 모형 및 가설의 설정

Ⅴ. 실증분석

Ⅵ. 결론

참고문헌

키워드

노인종합복지관 시설공간 서비스품질 고객만족도 senior welfare center facilities space service quality customer satisfaction