본 연구는 보조공학 서비스기관에 적용할 수 있는 서비스 품질 평가지표 항목의 개발과 항목 간 가중치 산정을 목표로 수행되었다. 국내․외 공공 서비스 품질 평가 모델, 보조공학 서비스 품질지표와 보조공학 서비스 평가지표 동향의 분석․고찰을 통해 보조공학 서비스 품질지표(Assistive Technology Service Index, ATSI)의 체계와 구성 요소를 개발하였고, I-CVI(문항 내용타당도 지수)을 통해 타당도를 검증한 후 분석적 계층화 과정법(analytic hierarchy process, AHP)으로 지표 간 가중치를 산정하였다. 이러한 과정을 통해 최종적으로 57개의 보조공학 서비스 품질지표 문항과 문항별 가중치 배점을 제안하였으며, 보조공학 서비스 품질은 수요자가 경험하는 ‘산출(output)과 성과(outcome)가 가장 중요하다는 점’과, ‘기관의 잠재역량 증대보다 이용자 체감 서비스 품질 향상 노력이 더 필요하다는 점’, 아울러 기관들이 ‘결과품질의 향상, 과정품질의 향상, 자원의 확보의 노력’과 이를 위한 ‘욕구충족성 향상, 신뢰성 향상, 우수 인적자원의 확보, 신속성 향상, 호감성 향상, 편리성 향상을 위한 노력’에 우선순위를 둘 필요가 있음을 밝혔다.
The purposes of this study were to develop the indicators of service quality which can be applied to centers for assistive technology service of Korea and to compute the weights of importance among developed indicators. In order to achieve the purposes, this study executed the analysis and study for the concept of assistive technology service, model of quality evaluation of public service, and trend of the quality index of assistive technology service and evaluation index of assistive technology service and developed the system and composition element of Assistive Technology Service Index(ATSI). this study developed 57question items of assistive technology service index finally by executing a survey to verify validity by I-CVI(Item level-Contents Validity Index) to 20 specialists. Second survey for computing weights of evaluation index was executed to total 60 specialists. On the basis of this result, this study proposed the distribution of weights by 57 question items for assistive technology service quality index which were selected finally, and the meaning of findings obtained through survey and analysis is as follows: First, in assistive technology service quality, output and outcome that consumers experience are much more important than input or process of service suppliers. Second, for the consumer-centered service efforts for improving service quality are necessary than potential capacity of institutions. Third, the institutions should put efforts on improvement of outcome quality, process quality, resources security, needs sufficiency, reliability, security of excellent human resources, promptitude favorable image and conveniences it. Last, it is suggested that development of guidelines and manuals is necessary.
I. 서 론
Ⅱ. 본 론
Ⅲ. 결론 및 제언