공공임대아파트 고객만족의 결정요인

다국어 초록 (Multilingual Abstract)

This study is to construct and test hypotheses regarding the customer satisfaction of renters living in rental apartments constructed by S public corporation using both empirical data and a priori theory. The primary objective of this study is to examine variables affecting customer satisfaction, to use these variables construct meaningful hypotheses, and to test them using the appropriate method. The secondary objective is use path analysis to determine whether there is a path of cause and effect among these variables.
And this study has adopted a path analysis model based on causal modeling. This study is primarily concerned with making inferences about the pattern of causal relationships among nine variables: X1: SES of renter, X2: surroundings of leasing apartment, X3: education and school zoning, X4: working attitude of management office, X5: management of safety and environment, X6: social psychology of renter, X7: balance of expectation and reality, X8: degree of customer satisfaction.
The effects of the independent and intervening variables on the dependent variable may be divided into direct and indirect ones. When the direct and indirect effects on customer satisfaction are assessed, we note that the surroundings of apartment (X2) have the largest effect (100% indirect) on customer satisfaction. Work attitude of management office (X4) has the second largest effect (37.54% direct) on customer satisfaction. Education and school zoning (X3) has the third largest effect (56.14% direct) on customer satisfaction. The remaining variables are listed in order of influence on customer satisfaction: X7: balance of expectation and reality, Y6: social psychology of renter, X5: management of safety and environment, and X1: SES of renters. The model under study explains about 75.99 of the variation (R2=0.7599) in the customer satisfaction of renters of rental apartments.
There are several policy and management implications that result from this study. First, customer satisfaction is a very complex process that is affected by many factors. Great efforts are required by organizations to enhance the degree of customer satisfaction. Second, balance between expectation and reality has a considerable effect on customer satisfaction. This means the apartment manager should try to reduce management costs to renters by assuring management efficiency. Third, socio-psychological factors also affect to the customer satisfaction. So apartment managers should consider the emotional and psychological needs of the customer. Fourth, general management of the apartment, including environmental and safety considerations, also affect customer satisfaction. Managers should motivate their employees to assure high standards are met. Fifth, education and school zoning in the area also affect customer satisfaction. When building public rental apartments, Spublic corporation managers should keep in mind these variables when selecting locations.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 고객만족의 이론적 배경
• Ⅲ. 연구설계
• Ⅳ. 고객만족의 경험적 분석과 해석
• Ⅴ. 결론 : 정책적ㆍ관리적 함의
• 참고문헌

참고문헌 (Reference)

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4 임재만, "영구임대주택의 문제점과 해결방안에 관한 연구" 10 (10): 2002

5 연승준 외, "동태적 고객만족 모형의 전략적 활용" 4 (4): 2003

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