학습자의 만족도에 영향을 미치는 한국어 교사의 교육 서비스 품질 요인 연구

Factor Analysis of Education Service Quality of Korean Language Teachers on Learners’ Satisfaction

목적 : 학습자의 만족도에 영향을 미치는 한국어 교사의 교육 서비스 품질의 요인을 파악하고자 하였다. 방법 : 대학 부설 어학원의 학습자 185명의 설문지를 SPSS 21.0 패키지를 사용하여 빈도 분석, 요인 분석, 신뢰도 분석, 상관관계 분석, 다중회귀 분석을 시행하였다. 결과 : 한국어 교사의 교육 서비스 품질 요인은 ‘신뢰성, 응답성, 존중성, 전문성’ 4개 요인으로 나타났으며, 초급 학습자의 만족도에 ‘응답성과 존중성’ 요인은 긍정적 영향을 주었으나 ‘신뢰성’ 요인은 부정적 영향을 주었다. 중급 학습자의 만족도에는 ‘전문성, 응답성, 신뢰성’ 요인이 긍정적 영향을 미쳤으나, ‘존중성’ 요인은 부정적 영향을 미쳤다. 고급 학습자의 만족도에는 ‘존중성과 응답성’ 요인이 긍정적 영향을 주었다. 결론 : 한국어 교사의 교육 서비스 품질 요인은 학습자의 학습 수준에 따라 만족도에 미치는 요인이 각각 다르게 작용하므로 한국어 교사는 이를 고려한 교육 서비스 품질 요인을 활용해야 할 것이다.

Purpose: The purpose of this study was to identify the effects of education service quality of Korean language teachers on satisfaction of Korean language learners. Methods: This study was conducted between April 4th through May 12th 2020, using questionnaires as the method to collect data from 185 Korean language learners. With frequency analysis, factor analysis, and reliability analysis, Pearson’s product-moment correlation coefficient and multiple regression analysis methods using SPSS 21.0 program were used to analyze data. Results: The factors of education service quality of Korean language teachers were found to be following 4 factors: reliability, responsiveness, esteem, and professionalism. The factors of ‘responsiveness’ and ‘esteem’ had a positive effect on low-level learners’ satisfaction, but the factor of ‘reliability’ had a negative effect on it. For middle-level learners, the factors that had a positive effects on their satisfaction were found to be ‘professionalism’, ‘responsiveness’, and ‘reliability’, but the factor of ‘esteem’ had a negative effect on middle-level learners’ satisfaction. The factors of ‘esteem’ and ‘responsiveness’ had a positive impact on high-level learners. Conclusion : The effect of education service quality of Korean language teachers on learners’ satisfaction were found to be significantly different depending on their learning levels: low-level, middle- level, and high-level. Therefore, Korean language teachers should provide their learners different education service depending on learners’ level.