서비스 유통 관점에서 아동복지기관 서비스질의 전달에 대한 인식과 이용자 만족도에 미치는 영향

Effects of Child Welfare Service Quality Delivery and Customer Satisfaction from the Service Distribution Perspective

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the varia-bles of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study ex-plores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic var-iables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organ-izations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was con-ducted to find out how much the independent variable can af-fect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, em-pathy), results quality (reliability, caring), and physical environ-ment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from