Performance Model을 이용한 서비스품질 향상 방안

Education is categorized into the intangible service industry according the characteristics of service activities by Christopher(1983); It is also classified into service part in the Korean standard classification of industries, and in the criteria of GATT education belongs to the service part(Hong Kum Sun, 2005). In order to advance the service quality of education, above all, it is urgent to make the satisfactory degree of teachers, the inward customers, higher, which will result in the advancement of the satisfactory degree of students, the outward customers of education. And as a result, it is expected that the general quality of education service will be promoted. Thus, the paper tried to measure the degrees of satisfaction and importance of various factors concerned of teaching environment by the inward customers of education service. For this, the Performance Model suggested for the satisfaction of teachers by Hung et al.(2003) was adopted; A total of 303 primary school teachers who belong to the Education Agency in Gyeongsangbukdo Province are included in the objects of the research. The analysis was performed according to the gender, career, and workplace of the teachers. As the result of the analysis, the factors which most need to be improved are two items among 47 items of five levels : reward by accomplishments and the welfare conditions. Male respondents indicate 23 items and female respondents 19 items as necessary to be improved. And those under 15 years of career indicate 32 items and those over 16 years of career 16 items, those who work in cities indicate 19 items and those who work in small towns and islands and backwoods 23 items as necessary to be improved.