고객만족과 관계마케팅 요인이 행동의도에 미치는 영향

양병화(Byung Hwa Yang) 한국경영학회 2008 經營學硏究 Vol.37 No.1

By shifting the marketing paradigm from transactions to customers, it has been recognized that models for customer satisfaction have to include marketing relational components as a human factor. The studies of customer satisfaction have focused on transactional components such as the perceived quality and the perceived value of products/services. This has limitations as an explanation for dynamic marketing flow which reflects the complicated interaction in the customer-firm dyad. That is why the customer relationship, as a human and relational factor, can play a crucial role in improving the customer retention and loyalty. Thus, this study aims to examine the effects of customer satisfaction and relationship marketing on behavior intention. Specifically, we proposed an extended model for predicting customer satisfaction through the connection of the perceived quality (transactional factor) and the relationship quality(relational factor). For this study, a survey was conducted with 95 male and 275 female customers visiting large discount stores. The hypothesized model was tested by using structural equation modeling with the Maximum Likelihood Method. We first tested the measurement model to identify the constructs of research variables and then analyzed the structural relationships of the constructs. We also examined the effect of common method variance(CMV) in order to control the response bias since the measurement of predictors and criteria variables was obtained from the same source. Results reveal that the measurement model is a reasonable fit to the data with GFI=.93, RMR=.021, RMSEA=.048, IFI=.95, and CFI=.95. The structural model also fits to the data reasonably well(GFI=.93, AGFI=.90, RMR=.023, IFI=.95, CFI=.95) and transactional and relational components both have significant effects on customer satisfaction. In particular, the perceived quality influenced the perceived value and the relationship quality, and then they had strong effects on satisfaction and behavior intention, although the effect of relational management on relationship quality was not statistically significant when the common method variance was controlled. The results also indicate that the explained variance of customer satisfaction in the hypothesized model is 74% and the explained variance of behavior intention is 48%. This implies that relational variables such as relationship quality can effectively explain customer satisfaction and loyalty through the connection of the perceived quality and the perceived value of products/services. Our findings suggest that an integration of customer satisfaction and relationship marketing can be developed as an extended model of customer satisfaction to explain ultimate organizational outcomes including customer loyalty and repeat purchasing. The improvement of product/service quality can increase the exchange value of products and services as well as build high quality customer relationships. As a result, high quality marketing relationships positively affect customer satisfaction and long-term loyalty. This implies that the competitive advantage of customer satisfaction in the current market will be achieved by building the beneficial marketing relationships with the product/service quality. Furthermore, this study provides an insight into how customer-centered management can strengthen the connection of quality → satisfaction → repeat purchasing intention. In other words, the management of customer relationships can be very important to manage customers who are satisfied with the specific product/service but do not purchase it.

성인애착과 관계만족의 관계에서 대인관계문제의 매개효과

심은정,조영주,박단비 한국상담학회 2019 상담학연구 Vol.20 No.6

This study aimed to confirm the mediating effects of interpersonal problems(dominance(DO), submission(SU), hostility(HO), friendliness(FR)) on the relationship of adult attachment(attachment anxiety, attachment avoidance) to relationship satisfaction. Questionnaires including adult attachment, interpersonal problems, and relationship satisfaction were administered to male and female adults, and the data of 260 were analyzed. Regression analysis yielded the effect of adult attachment on relational satisfaction. Path analysis was utilized to explore direct effects of adult attachment on relationship satisfaction and indirect effects of adult attachment on relationship satisfaction mediated by interpersonal problems. Additionally, Sobel’s test was conducted to confirm individual mediating effects. The main results of this study are as follows: First, the higher attachment anxiety and attachment avoidance was, the lower relationship satisfaction was. Second, the higher attachment anxiety was, the more interpersonal problems of DO, SU, HO, and FR were reported increased, whereas the higher attachment avoidance was, the more interpersonal problems of DO, SU, and HO were reported. Third, DO had no significant relationship with relationship satisfaction, but the more SU and HO were, the higher relationship satisfaction was. The more FR was, the higher relationship satisfaction was. Finally, SU and HO among interpersonal problems negatively mediated the relationship of adult attachment(attachment anxiety, attachment avoidance) and relationship satisfaction. FR positively mediated the relationship of attachment anxiety and relationship satisfaction. The implications and limitations were discussed based on these findings. 본 연구는 성인애착(애착불안, 애착회피)과 관계만족의 관계에서 대인관계문제(지배, 복종, 적대, 친밀)의 매개효과를 확인해 보고자 하였다. 이를 위하여 남녀 성인을 대상으로 성인애착, 대인관계문제 및 관계만족에 대한 설문을 실시하였고, 수집된 자료 중 260명의 자료를 분석에 사용하였다. 회귀분석을 통해 성인애착과 관계만족의 관계를 확인하였으며, 경로분석을 활용하여 성인애착이 관계만족에 미치는 직접효과와 성인애착이 대인관계문제를 매개하여 관계만족에 영향을 미치는 간접효과를 검증하였다. 더불어 Sobel’s test를 통해 지배, 복종, 적대 및 친밀의 개별매개효과를 검증하였다. 본 연구의 주요결과를 요약하면 다음과 같다. 첫째, 애착불안과 애착회피가 높을수록 관계만족이 낮았다. 둘째, 애착불안이 높을수록 지배, 복종, 적대, 친밀 문제가 많았고, 애착회피가 높을수록 지배, 복종, 적대 문제가 많았다. 셋째, 지배 문제와 관계만족은 유의한 관련이 없었고, 복종과 적대의 문제는 많을수록 관계만족이 낮았으며, 친밀 문제는 많을수록 관계만족이 높았다. 마지막으로, 대인관계문제 중 복종 문제와 적대 문제는 성인애착(애착불안, 애착회피)과 관계만족의 관계를 부적으로 매개하였고, 친밀문제는 애착불안과 관계만족의 관계를 정적으로 매개하는 것으로 나타났다. 이러한 연구결과를 바탕으로 시사점과 제한점을 논의하였다.

초등학교 여학생 발레 수업이 외모 만족도 및 대인 관계 만족도에 미치는 상관관계

권경미 한양대학교 우리춤연구소 2017 우리춤과 과학기술 Vol.13 No.1

본 연구는 초등학교 여학생 발레수업이 외모만족도 및 대인관계만족도에 미치는 상관관계를 규명하고자 하였다. 발레수업에 따른 외모만족도와 대인관계만족도의 연관성을 비교하기 위해 상관분석(Correlation Analysis)을 실시하여 다음과 같은 결론을 얻었다. 첫째, 초등학교 여학생 발레수업 참여 전후에 따른 외모만족도와 대인관계만족도의 상관관계 검증 결과 발레수업 사전과 사후의 상관계수를 살펴보면 0.652, 0.730으로 외모만족도가 높은 학생들이 대인관계만족도도 높다는 것을 의미하며, 사전보다 사후의 상관계수 값이 더 높게 나타나 발레수업이 외모만족도와 대인관계만족도의 상관성을 더 높게 나타나게 함을 알 수 있다. 둘째, 초등학교 여학생 발레수업 참여에 따른 학년별 외모만족도와 대인관계만족도의 상관관계 검증 결과 3학년과 4학년에 있어서 외모만족도와 대인관계만족도의 상관계수가 0.785, 0.675로 양의 상관관계로 P값은 <.001로 유의하게 나타났고, 상대적으로 5학년과 6학년에서는 상계계수가 0.609, 0.590으로 유의하지 않은 것으로 나타났다. 따라서 발레수업에 따른 외모만족도와 대인관계만족도는 고학년보다 저학년에서 더 상관관계가 있는 것으로 나타났다. 셋째, 초등학교 여학생 발레수업 참여에 따른 경제상태별 외모만족도와 대인관계만족도의 상관관계 검증 결과 경제상태가 좋거나 보통인 학생들이 외모만족도와 대인관계만족도의 상관계수가 0.732, 0.708로 양의 상관관계이며 P값은 <.001로 유의하게 나타났다. 발레수업이 경제상태가 좋은 학생들이 보통인 학생들보다 외모만족도와 대인관계만족도 간의 상관성이 더 크다는 것을 알 수 있다. 하지만, 효과적인 측면(증가의 크기)에서는 보통인 학생들이 더 크게 나타났다는 것을 알 수 있다. 넷째, 초등학교 여학생 발레수업 참여에 따른 외모관심도별 외모만족도와 대인관계만족도의 상관관계 검증 결과 외모관심도가 높거나 보통인 학생들이 외모만족도와 대인관계만족도의 상관계수가 0.837, 0.697로 양의 상관관계로 P값은 .001, <.001로 유의하게 나타났다. 발레수업이 외모관심도가 높은 학생들이 보통인 학생들보다 외모만족도와 대인관계만족도 간의 상관성이 더 크다는 것을 알 수 있다. 하지만, 효과적인 측면(증가의 크기)에서는 보통인 학생들이 더 크게 나타났다는 것을 알 수 있다. 본 연구 결과 초등학교 여학생 발레수업이 초등학교 여학생의 긍정적인 외모만족도를 향상시키고, 학생들 주변의 부모와 관계, 친구와 관계, 교사와의 관계 등 대인관계에도 긍정적인 상관관계가 있음을 규명함으로써 발레 수업의 필요성과 심리적 가치를 확인하였다. This study conducted correlation analysis to compare correlation between appearance satisfaction and interpersonal relationship satisfaction according to ballet classes of elementary school girls, to investigate correlation ballet classes affected appearance satisfaction and interpersonal relationship satisfaction; it produced the following results: First, as a result of the study on whether the elementary school girls’ appearance satisfaction according to before and after ballet classes would affect their interpersonal relationship satisfaction, it was found that girls with higher satisfaction of their appearance had higher satisfaction of their interpersonal relationship as well, and that appearance satisfaction and interpersonal relationship satisfaction had higher correlation values after the class than before the class, which shows appearance satisfaction are highly correlated with interpersonal relationship satisfaction, which indicates the ballet class has effects on improvement of appearance satisfaction and interpersonal relationship satisfaction. Second, as a result of the study on whether elementary school girls’ appearance satisfaction after ballet classes would affect their interpersonal relationship satisfaction according to the school year and economic conditions, it was found ballet classes by the school year were more effective in the third and forth grade groups that had higher learning dependence due to the characteristics in the developmental characteristic than the upper grades that went through the secondary growth both mentally and physically. Third, significant results were produced regardless of economic conditions; girls with ‘good’ economic conditions showed higher correlation between appearance satisfaction and interpersonal relationship satisfaction, but in the aspect of the effect(size of increase) girls with ‘normal’ conditions showed higher correlation. This could be the result that confidence of girls, who had no economical problems and higher satisfaction of their appearance, was increased in balanced postures, body expression ability and appearance satisfaction after ballet classes, which led to their interpersonal relationship satisfaction. However, the reason the result was bigger in the girls’ group with the ‘normal’ size of increase in interpersonal relationship satisfaction is considered that girls in the ‘good’ economic conditions already had higher interpersonal relationship satisfaction due to appearance satisfaction so the increase was not bigger any more, while girls in the group with ‘normal’ economic conditions showed higher result than in the group with ‘good’ economic conditions, as they had physical confidence after ballet classes. Fourth, as a result of the study on whether appearance satisfaction by the interest in appearance of elementary school girls due to ballet classes, it was found that girls with higher interest in their appearance showed bigger correlation between appearance satisfaction and interpersonal relationship satisfaction than girls with normal interest. This could be the result that confidence of girls who had no economic problems and had higher appearance satisfaction was increased in balanced posture, body expression ability and appearance satisfaction after ballet classes, which led to their interpersonal relationship satisfaction.

맞벌이 확대기 부부의 가족관계만족도 변화와 심리적 관련 요인의 영향

민진아 한국가족관계학회 2024 한국가족관계학회지 Vol.29 No.1

연구목적: 본 연구는 맞벌이 확대기 부부의 가족관계만족도 변화 추이를 분석하고, 심리적 관련 요인의 가족관계만족도 변화에 대한 영향력과 부부 공통요인을 살펴보았다. 연구방법: 본 연구는 한국복지패널(Korea Welfare Panel)의 10차(2015년)부터 16차(2021년)까지 7년간 조사된 자료 중 맞벌이 확대기부부(부부 252쌍) 데이터를 사용하였다. 아내·남편의 가족관계만족도의 변화(초기치와 변화율)에 있어서 개인 차이를 분석하고, 심리적(자아존중감, 우울) 요인이 가족관계만족도 변화에 영향을 미치는지 검증하기 위해 잠재성장모형을 활용하였다. 연구결과: 첫째, 가족관계만족도의 전반적인 변화양상은 유의하지는 않았으나 선형변화모델의 유의미성을 통해 지속적으로 증가하는 것으로 확인되었고, 아내·남편의 가족관계만족도 변화율의 분산은 통계적으로 유의하여 가족관계만족도 증가 정도는 개인 간에 차이가 있음을 확인하였다. 둘째, 아내·남편 가족관계만족도는 초기값의 수준에 따라 변화 정도가 차이가 있는 것으로 나타났다. 셋째, 개인의 자아존중감은 아내·남편 가족관계만족도에 유의한 영향을 미치는 것으로 나타났으나 부부간 차이를 보였다. 반면, 배우자의 자아존중감은 아내·남편의 가족관계만족도에 유의한 영향을 미치지 않았다. 넷째, 개인의 우울은 아내·남편 가족관계만족도 초기값에 유의한 영향을 미치는 것으로 나타났다. 한편 남편의 우울은 아내의 초기 가족관계만족도에 유의한 영향을 미쳤다. 결론: 정책의 방향이 ‘가족과 개인의 삶을 지원’하는 방향으로 전환됨에 따라 정책 마련 시 맞벌이 확대기 가족뿐 아니라 아내·남편에 따른 가족관계만족도 수준과 변화를 고려할 필요가 있다. 또한 아내·남편 가족관계만족도의 공통요인인 남편의 우울에 주목할 필요가 있으며, 직장 환경 자원인 근로자지원프로그램(EAP) 등을 활용하여 부부의 자아존중감과 우울 수준을 높일 수 있는 개입전략을 세울 필요가 있다. Objectives: This study analyzed the changes in family relationship satisfaction among couples in the expanded workforce, and examined the influence of psychological factors on changes in family relationship satisfaction and the common factors of couples. Method: This study used data from the 10th (2015) to 16th (2021) waves of the Korea Welfare Panel, which were collected over a seven-year period. The latent growth model was used to analyze individual differences in changes in family relationship satisfaction (initial value and change rate) of wives and husbands, and to test whether psychological (self-esteem, depression) factors affect changes in family relationship satisfaction. Results: First, the overall change pattern of family relationship satisfaction was not significant, but it was confirmed to increase continuously through the significance of the linear change model, and the variance of the change rate of wife-husband family relationship satisfaction was statistically significant, confirming that the degree of increase in family relationship satisfaction varies between individuals. Second, the degree of change in wife-husband family relationship satisfaction varies depending on the level of the initial value. Third, individual self-esteem was found to have a significant effect on wife-husband family relationship satisfaction, but there were differences between couples. On the other hand, spousal self-esteem had no significant effect on wife-husband family relationship satisfaction. Fourth, individual depression had a significant effect on the initial value of wife-husband family relationship satisfaction. On the other hand, husband's depression had a significant effect on wife's initial family relationship satisfaction. Conclusions: As the direction of policy has shifted to 'supporting families and individual lives', it is necessary to consider the level and change of family relationship satisfaction not only for working families but also for wives and husbands when preparing policies. In addition, it is necessary to pay attention to husband's depression, which is a common factor in wife-husband family relationship satisfaction, and establish intervention strategies to increase the self-esteem and depression levels of couples by utilizing workplace resources such as EAPs.

고객만족 - 고객충성도 간의 관계에서 관계품질의 매개효과와 관계길이의 조절효과

최덕철 한국전략마케팅학회 2012 마케팅논집 Vol.20 No.3

본 연구는 고객과의 장기적인 관계형성과 유지가 강한 은행서비스를 통해 고객만족-관계품질-고객충성도 간의 관계에서 거래의 관계길이에 따라 관계품질의 매개역할이 어떻게 변하는가를 확인하고, 또 고객만족-관계품질, 고객만족-고객충성도, 관계품질-고객충성도 간의 관계에서 관계길이가 이들 변수 간의 관계를 어떻게 조절하는지를 검증하고자 했다. 연구결과 서비스에서 고객만족과 고객충성도 간의 관계에서 관계품질의 매개역할이 관계길이에 따라 다르게 나타나고 있음이 확인되었다. 즉, 거래초기 관계길이가 짧은 경우에는 고객만족이 고객충성도에 직접 영향을 주기에 관계품질의 매개효과는 없었다. 하지만 관계길이가 길어지면 만족은 충성도에 직접 영향을 미치지 않고 대신 관계품질을 통해서 큰 영향을 미치고 있음이 밝혀져 매개효과가 있었다. 관계길이는 고객만족-고객충성도, 관계품질-고객충성도 간의 관계에서는 조절역할을 하나 고객만족-관계품질간의 관계에서는 조절역할을 하지 않는 것으로 나타났다. 고객만족은 관계길이에 상관없이 지속적으로 관계품질에 큰 영향을 주고 있기 때문이다. 이와 같은 관계길이의 조절효과 분석을 통해서 관계길이에 따라 관계품질의 매개역할과 만족이 충성도에 미치는 영향이 어떻게 변화하는지를 보다 분명하게 파악할 수가 있다. 은행서비스와 같이 거래관계가 장기적인 경우에 고객만족은 거래 초기에는 충성도에 긍정적인 영향을 주지만 관계길이가 길어지면 부정적인 조절역할을 하는 것으로 나타나 전환장애로 인한 의사충성도의 가능성이 있을 수 있다. 이는 고객만족은 충성도에 영향을 미친다는 기존의 연구결과를 해석하는데 있어 관계길이라는 변수를 고려해야 함을 시사한다. The purpose of this study is to examine whether there is a difference of mediating role of relationship length between customer satisfaction and customer loyalty and to confirm whether relationship length moderates the relationship between customer satisfaction and relationship quality, customer satisfaction and customer loyalty, relationship quality and customer loyalty. The results of this study confirmed that relationship quality has mediating effect on the relationship between customer satisfaction and customer loyalty in banking service. However, according to relationship length, the results are different. When relationship length is low, there is no mediating effect of relationship quality, because that customer satisfaction has only direct influence on customer loyalty. When relationship length is high, customer satisfaction has indirect influence on customer loyalty through relationship quality. As a result, there is mediating effect of relationship quality. Relationship length moderates the relationship between customer and customer loyalty and between relationship quality and customer loyalty. However, it doesn't moderate the relationship between customer satisfaction and relationship quality. With the analysis of mediating and moderating effects, we can find more obviously how relationship quality has played mediating role in customer satisfaction-customer loyalty and relationship length has played moderating roles in customer satisfaction-relationship quality-customer loyalty relationships. The moderating roles of relationship length in relationships among satisfaction, relationship quality, and customer loyalty may help to explain inconsistent findings with regard to satisfaction in previous studies. A possible reason for these inconsistent findings is that previous studies may have not considered the moderating roles of relationship length. With no regard to relationship length, customer satisfaction has always a stronger positive effect on relationship quality. Customer satisfaction has a positive effect on customer loyalty when relationship length is low. However, when relationship length is high, customer satisfaction has a negative effect on customer loyalty. This means that there seems to be spurious loyalty resulting from such switching barriers and inertia.

청소년이 지각한 대인관계 양상, 학업성취, 삶의 만족도의 관계 -성별, 학교급별 비교-

최유선,손은령 한국상담학회 2015 상담학연구 Vol.16 No.2

The purpose of this study was to find out the relationships between interpersonal aspects(relationships with parents and peers), academic achievement, and life satisfaction perceived by youth. For this, we demonstrated the correlation between the variables, multiple regression analysis, and t-test using the 4th grade panel 2nd year(2011), 5th grade(early youth, n=2253) files, 7th grade panel 3rd year(2012), 9th grade(middle youth, n=1940) files. As a result, first, among parent relationships, peer relationships, academic achievement, life satisfaction - peer relationship showed the highest correlation with the life satisfaction. Second, parent relationships, peer relationships, academic achievement all had a positive effect on life satisfaction. In the case of early youth, peer relationships mostly influenced the life satisfaction, and so did the middle youth. Third, boys' life satisfaction was higher than that of girls, and girls' parent relationships, peer relationships, academic achievement was higher than those of boys in both cases: early and middle youth. The difference between the early and middle youth was the thing that early youth's life satisfaction was higher than the other. In the other hand, no difference was shown in peer relationships. It showed that peer relationships played a large role on youths' satisfaction in life that leads the satisfaction in whole life. Also the interpersonal relationships tend to be more overall important rather than academic achievements. This is assumed to be the result in understanding the joyful life that youths perceives, so it can be helpful to right approach for enhancing the life satisfaction of adolescents in home, school, and society. 본 연구는 청소년이 지각한 대인관계 양상(부모와의 관계, 또래와의 관계)과 학업성취, 삶의 만족도의 관계를 알아보고자 하였다. 이에 한국청소년정책연구원의 ‘한국아동․청소년패널조사’ 초4패널 2차년도(2011년) 초등학교 5학년(초기청소년, 2,253명) 자료와 중1패널 3차년도(2012년) 중학교 3학년(중기청소년, 1,940명) 자료를 활용하여 변인들간의 상관분석, 중다회귀분석, t검증을 실시하였다. 그 결과 첫째, 부모관계, 또래관계, 학업성취, 삶의 만족도가 서로 정적상관을 나타냈고, 초기청소년, 중기청소년 동일하게 또래관계가 가장 높은 상관관계를 나타냈다. 둘째, 부모관계, 또래관계, 학업성취가 삶의 만족도에 정적영향을 미쳤으며, 초기청소년은 또래관계, 부모관계, 학업성취 순으로, 중기청소년은 또래관계, 학업성취, 부모관계 순으로 모두 또래관계가 가장 큰 영향을 미쳤다. 셋째, 초기청소년과 중기청소년이 동일하게 삶의 만족도에서 남학생이 여학생보다 높게 나타났으며 부모관계, 또래관계, 학업성취는 남학생이 여학생보다 낮게 나타났다. 초기청소년과 중기청소년의 차이에서는 초기청소년이 중기청소년보다 삶의 만족도가 높게 나타났으며 또래관계에서는 차이를 나타내지 않았다. 평생의 삶의 만족에 대한 토대가 형성되는 청소년 시기에 지각된 삶의 만족에 있어 또래관계의 영향이 큼을 알 수 있었으며, 전반적으로 학업성취보다는 대인관계가 중요함을 알 수 있었다. 이는 청소년들이 지각하고 있는 즐거운 삶에 대한 이해를 주는 결과로 가정, 학교, 사회에서 청소년들의 삶의 만족도를 높이기 위한 바른 접근을 도울 수 있다는데 의의가 있다.

일부 치위생과 학생들의 대인관계 능력, 대인관계 만족도 및 스트레스와 학과만족도와의 관련성

최미현,이혜진 중소기업융합학회 2020 융합정보논문지 Vol.10 No.2

The purpose of this study was to identify dental hygiene students' interpersonal relationship ability, interpersonal relationship satisfaction, stress levels and to develop positive measures for adapting to university life through the investigation of their relevance to the departmental satisfaction. It was conducted by using the convenience sampling of students enrolled in the dental hygiene department and a self-reported survey. Collected data were analyzing by using SPSS Statistics version 22.0 program (p=0.05). The correlations among their interpersonal relationship ability, interpersonal relationship satisfaction, stress and department satisfaction were examined to show that interpersonal relationship ability have a positive correlation with department satisfaction, while stress has a negative correlation with the latter. Both department intelligibility and interpersonal relationship ability, as factors influencing their department satisfaction, have positive effects on department satisfaction, indicating that the factors influencing that the factors influencing dental hygiene students' department satisfaction are interpersonal relationship ability and department intelligibility. Although this study is limited to generalization by conducting research on some dental hygiene students, it is deemed necessary to develop and apply interpersonal relationship ability and department-related information programs as a way to increase department satisfaction. 본 연구에서는 치위생과 학생들의 대인관계 능력, 대인관계 만족도 및 스트레스 정도를 확인하고, 학과만족도와의 관련성 규명을 통하여 대학 생활 적응에 필요한 긍정적 방안을 마련하고자 치위생과에 학생들을 대상으로 편의 추출하여 자기기입식 설문방법을 이용하여 실시하였다. 수집한 자료는 SPSS Statistics version 22.0을 이용하여 분석하였으며, 유의수준은 0.05로 하였다. 연구대상자의 대인관계 능력, 대인관계 만족도, 스트레스, 학과만족도와의 상관관계를 시행한 결과, 대인관계 능력은 학과만족도와 양의 상관관계가 있고, 스트레스는 학과만족도와 음의 상관관계가 있었다. 치위생과 학생의 학과만족도에 유의한 영향을 미치는 요인으로 학과 이해도, 대인관계 능력이 학과만족도에 정(+)적 영향을 주어 치위생과 학생의 학과만족도에 영향을 주는 요인은 대인관계 능력과 학과 이해도로 나타났다. 본 연구는 일부 치위생과 학생을 대상으로 연구가 진행되어 일반화에 제한이 있으나, 학과만족도와 관련된 요인에 대한 보완자료로 의의가 있으며, 학생들의 학과만족도를 높이기 위한 방안으로 대인관계능력 및 학과 관련 정보제공 프로그램을 개발 및 적용하는 것이 필요할 것으로 판단된다.

Comparison of Life Satisfaction between Urban and Rural Residents

최병목,이장영 한국사회과학협의회 2008 Korean Social Science Journal Vol.35 No.2

This paper analyzed the differences of the subjective evaluation of life satisfaction between the urban and rural. We used five variables of income, health, leisure, husband-wife relationship, and other family relationship. In general, the respondent of the research feel a little above average life satisfaction. They are less satisfied about income and leisure, more satisfied about husband-wife and other family relationship, and urban residents are more satisfied about health but rural residents are not. It seems to be interpreted that the reason of little difference between urban and rural is that the rural residents do not feel the rough and objective living condition of the rural area. Thus, even if the objective condition of the rural area could not influence the subjective living condition. To measure the relative influence of the five independent variables to the dependent variable, subjective life satisfaction, we used multiple regression analysis. In urban, the five independent variables affect to the life satisfaction after the control of other variables. However, in rural the four variables of income, health leisure, and other family relationship except husband-wife relationship affect to the life satisfaction. The importance of income for the life satisfaction from the many previous works is reaffirmed by this study. This paper analyzed the differences of the subjective evaluation of life satisfaction between the urban and rural. We used five variables of income, health, leisure, husband-wife relationship, and other family relationship. In general, the respondent of the research feel a little above average life satisfaction. They are less satisfied about income and leisure, more satisfied about husband-wife and other family relationship, and urban residents are more satisfied about health but rural residents are not. It seems to be interpreted that the reason of little difference between urban and rural is that the rural residents do not feel the rough and objective living condition of the rural area. Thus, even if the objective condition of the rural area could not influence the subjective living condition. To measure the relative influence of the five independent variables to the dependent variable, subjective life satisfaction, we used multiple regression analysis. In urban, the five independent variables affect to the life satisfaction after the control of other variables. However, in rural the four variables of income, health leisure, and other family relationship except husband-wife relationship affect to the life satisfaction. The importance of income for the life satisfaction from the many previous works is reaffirmed by this study.

남녀 대학생의 성인애착이 관계만족에 미치는 영향에서 파트너에 대한 공감과 지각된 파트너의 공감의 매개효과

조영주,심은정 한국상담학회 2017 상담학연구 Vol.18 No.6

This study examined the mediating effect of empathy in the relationship of adult attachment to couple relationship satisfaction with gender differences. The mediating effect of empathy included mediating roles of self-reported empathy to partner and perceived empathy from partner, and the sequential mediating roles of these variables. Questionnaires including Experiences of Close Relationship Scale, Barrett-Lennard Relationship Inventory, and Dyadic Adjustment Scale were administered. Data from 81 male and 129 female college students who reported engaging in a dating relationship were analyzed utilizing path analysis and PROCESS models. The results were as follows: First, male attachment anxiety did not affect significantly male relationship satisfaction while male attachment avoidance significantly affected relationship satisfaction. On the other hand, both anxiety attachment and avoidance attachment among females significantly affected their relationship satisfaction. Second, empathy toward partner mediated only the relationship of male attachment avoidance to male relationship satisfaction. Third, perceived empathy from partner mediated the relationship of male attachment avoidance to male satisfaction and the relationships of female attachment anxiety and attachment avoidance to female relationship satisfaction. Fourth, the effect of empathy toward partner on perceived empathy from partner was significant for both males and females, and the effect size was larger in females than in males. Finally, the sequential mediating effects were significant in the relationships of male attachment avoidance to male relationship satisfaction, and female attachment anxiety and attachment avoidance to female relationship satisfaction. The results of this study, the implications and limitations of this study and counseling practice and suggestions for future study were discussed. 본 연구에서는 대학생의 성인애착이 파트너와의 관계만족에 미치는 영향에서 공감의 매개효과와 이들 관계에서 성별에 따른 차이를 살펴보았다. 공감의 매개효과는 파트너에 대한 공감 및 지각된 파트너의 공감의 매개효과에 더하여 파트너에 대한 공감과 지각된 파트너의 공감의 연속적 매개효과를 포함하였다. 연애 중인 대학생 남성 81명과 여성 129명으로부터 성인애착척도, 공감적 이해척도, 관계적응척도를 포함하는 설문 자료를 수집하였다. 경로분석을 사용하여 변인들 간의 직․간접효과와 성차를 검증하였고, PROCESS를 활용하여 개별 매개효과를 검증하였다. 본 연구 결과는 다음과 같다. 첫째, 남성의 불안애착은 남성의 관계만족을 유의하게 설명하지 못하였고, 남성의 회피애착은 남성의 관계만족을 유의하게 설명하였다. 한편, 여성의 불안애착과 회피애착은 모두 여성의 관계만족을 유의하게 설명하였다. 둘째, 파트너에 대한 공감은 남성의 회피애착이 남성의 관계만족에 미치는 영향만을 유의하게 매개하였다. 셋째, 지각된 파트너의 공감은 남성의 회피애착이 남성의 관계만족에 미치는 영향과 여성의 불안애착 및 회피애착이 여성의 관계만족에 미치는 영향을 유의하게 매개하였다. 넷째, 파트너에 대한 공감이 지각된 파트너의 공감에 미치는 영향은 남녀 모두 유의하였고, 효과 크기는 남성에 비해 여성에게서 더 큰 것으로 나타났다. 마지막으로, 파트너에 대한 공감과 지각된 파트너의 공감의 연속적 매개효과는 남성의 회피애착이 남성의 관계만족에 미치는 영향과 여성의 불안애착 및 회피애착이 여성의 관계만족에 미치는 영향에서 유의하였다. 본 연구의 결과를 논의하였고, 본 연구의 의의 및 상담 실제에 대한 함의와 연구의 제한점 및 후속 연구를 위한 제언을 포함하였다.

B2B 거래관계에서 고객가치, 고객만족, 관계지속의도에 영향을 미치는 관계품질에 관한 연구 : PCB 제조기업의 고객사를 중심으로

김민정(Min Jeong Kim),이재광(Jae Kwang Lee),정종관(Jong Kwan Jeong) 한국IT서비스학회 2014 한국IT서비스학회지 Vol.13 No.4

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows:First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.