서비스교육훈련의 품질이 교육만족과 서비스품질에 미치는 영향

Abstract

This study examines the previous study on the service quality of service education and training, and then, studies on the service quality of service education and training such as five factors that can make an influence on education satisfaction and service quality. Also it studies the relationship to employees' recognized service quality that could be resulted from the satisfaction of education. And paired sample t-test is performed to analyze the difference of the employees' recognized service quality between before and after the service education training. As a research method, first after searching the service quality of the service education and training , education satisfaction and service quality through the study of literature related to the subject, established is a framework of an empirical research about the subject of study in order to systematize and objectify the characteristics of each factor. Second, suggested are some study models and research hypotheses extracted from the basis of theoretical background, and defined each variable. Next, distributed questionnaires make a statistical measurement of the content of each variable. The questionnaires are designed with the service quality of the service education and training, education satisfaction, employees' recognized service quality, customer service quality, and the general characteristic of samples. Collected data are use for frequency analysis, descriptive statistic analysis, reliability analysis, factor analysis, regression analysis andt-test with the SPSS 21.0 for Windows statistical package program. In conclusion, arranged are the meaning of the study result and described the suggestive points and the limitations of this study. The results of this study are shown as follows. In this study, it is revealed that, in regard to the influence of the quality of service education and training on education satisfaction, among the five factors of the quality of service education and training, the factors of tangibility, empathy, assurance, reliability, responsiveness have a positive influence on the education satisfaction. Second, it is revealed that, in regard to the influence of the quality of service education and training on customer service quality, only the factors of empathy, assurance, reliability, responsiveness from the five factors of the service quality of service education and training have a positive influence on the education satisfaction. Third, the education satisfaction has positive impacts on employees' recognized service quality.