노인종합복지관의 시설공간 및 서비스가 노인이용고객의 만족에 미치는 영향 연구

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-

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.