교육서비스에서 학생만족에 영향을 미치는 요인에 관한 연구: 조직시민행동을 중심으로 = A Study on the Factors Influencing on College Students' Satisfation: The Effect of Organizational Citizenship Behavior

다국어 초록 (Multilingual Abstract)

The present study investigated college students’ perception of organizational citizenship behavior(OCB) and their impact on service quality and satisfaction. Physical surroundings were also included to compare the importance of the perceived OCB.
For the purpose of empirical testing data were collected from undergraduate students of one university. The empirical results showed that organizational member’s OCB and physical surroundings influenced on quality significantly but not on satisfaction.
The strategic influence of faculty’s OCB on satisfaction was discussed and some directions for further research were suggested.

국문 초록 (Abstract)

최근 조직시민행동이 고객만족 등 마케팅의 성과에 미치는 영향과 고객의 시민행동에 대한 연구가 진행되고 있다. 본 연구는 고객지향적 관점에서 대학교육서비스에 대한 고객만족요인을 검토하는 연구의 흐름에 부가적으로 조직시민행동의 영향을 검토하고 있다.
특히 학생이 지각하는 조직구성원의 조직시민행동에 초점을 맞춰 서비스품질과 고객만족에 미치는 영향을 검토하였다. 조직시민행동의 효과를 비교해 보기 위해 물리적 시설을 함께 검토하였다.
학부학생들을 대상으로 자료를 수집하여 분석한 결과 대학조직구성원의 조직시민행동이 서비스품질에는 영향을 주었으나 만족에 미치는 영향은 유의하지 않은 것으로 나타났다.

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