유아교육기관의 서비스품질 요인 선정과 고객만족에 미치는 영향에 관한 연구 : 유치원과 보육기관 비교 분석 = (A) study on the selection of service quality factors and customer satisfaction of infant education institutes : centered on the comparison of kindergartens and daycare centers

다국어 초록 (Multilingual Abstract)

In this study, an investigation was done into service quality factors of infant education institutes, after which a positive verification was made in the relation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service quality of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.
Regarding theoretical research, concepts such as the definition of service value were set up on the grounds of domestic and international studies of service quality. Through SERVQUAL and SERVPERF, previous studies and reliability studies of service quality were summed up. Research was then done on the existing documents regarding service quality of infant education, reliability and consumer satisfaction.
In terms of positive research, a questionnaire survey was conducted for sampling. The subjects were parents who educated or brought up their children through kindergartens and daycare centers. Through this survey, 124 questionnaire sheets from kindergartens and 131 questionnaire sheets from daycare centers were employed for the analysis. SPSS 11.5 and AMOS 4.0 were used for the statistic process.
With regard to kindergartens, the physical environment, reliability on teachers and the will of customization among service quality factors affected service value. Factors of the physical environment and reliability on teachers influenced customer satisfaction.
In respect to daycare centers, service quality factors had a positive effect on service value. The physical environment and the will of customization of daycare centers had a positive influence on customer satisfaction.
Regarding both kindergartens and daycare centers, service value had a positive effect on customer satisfaction, re-registration intention and recommendation to others.
In conclusion, infant education institutes and childcare institutes, repeating a huge quantitative growth, can expect a stable operation and word-of-mouth effect by inducing parents' intention of re-registration with a higher customer satisfaction through planning a qualitative improvement in education service and childcare service that can be differentiated from other institutes.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 연구의 목적 = 1
• 제2절 연구의 방법 및 논문의 구성 = 3
• 제2장 이론적 배경 = 5
• 제1절 서비스품질에 대한 일반적 고찰 = 5
• 1. 서비스의 정의 및 특성 = 5
• 2. 서비스 품질의 개념 = 6
• 3. 서비스 품질 결정요인에 대한 연구 = 8
• 4. 신뢰에 대한 개념 및 중요성 = 14
• 제2절 유아교육서비스 이해 = 18
• 1. 유아교육기관의 정의 = 18
• 2. 유아교육기관의 유형 = 20
• 3. 유아교육 서비스의 질적 평가 기준 = 22
• 4. 유아교육 서비스의 특성 = 30
• 5. 유아교육기관의 선택요인 및 만족도 = 32
• 제3절 서비스 가치와 고객만족 = 35
• 1. 서비스 가치의 개념 = 35
• 2. 고객만족의 개념 = 37
• 3. 고객만족의 선행요인에 대한 연구 = 41
• 4. 고객만족의 결과요인에 대한 연구 = 42
• 제4절 서비스 품질, 서비스 가치, 고객만족, 재등록 의도, 타인추천 간의 관계 = 43
• 1. 서비스 품질과 서비스가치 = 43
• 2. 서비스품질과 고객만족 = 44
• 3. 신뢰와 고객만족, 재구매 의도 = 47
• 4. 서비스 가치와 고객만족 = 48
• 5. 재등록의도와 타인추천 = 48
• 제3장 연구 모형 및 연구방법 = 50
• 제1절 연구가설 설정 및 연구모형 = 50
• 1. 연구가설 설정 = 50
• 2. 연구모형 = 55
• 제2절 연구방법 = 55
• 1. 설문개발과 표본설계 = 55
• 2. 변수의 조작적 정의와 측정 = 57
• 제4장 실증분석 = 63
• 제1절 자료수집 및 표본의 인구통계적 특성 = 63
• 제2절 단일차원성과 신뢰성 분석 = 66
• 제3절 연구가설 검정 및 토의 = 71
• 제5장 결론 = 79
• 제1절 연구의 요약 및 시사점 = 79
• 제2절 연구의 한계점 및 향후 연구과제 = 82
• 참고문헌 = 83
• 설문지 = 101
• Abstract = 108