기업 교육서비스 구성요소가 서비스 품질요인과 교육성과에 미치는 영향에 관한 연구 = The Effect of the Educational Service Factors in Firms on Service Quality Factors and Educational Performance

다국어 초록 (Multilingual Abstract)

These days, corporations face globalization and limitless competition, and adaptability with environmental changes becomes more and more significant key to survival of corporations. Human resource takes significant role in such survival game of corporations.
Recently, nations or corporations with global competitiveness , regard human resource as their driving force in competitive strategy. In the era of globalization which allows freedom of international shift of resources, capital, and information, the competitive power of corporations depends on the quality of human resources and this means that the competence of individuals takes much more influencing power in corporations.
In current circumstance, where improving the competence of individual employee becomes more important, the education department holds a key post in corporation. Therefore, looking at the role of the department, it educates members to understand business objectives and work principles clearly, allows the employees’ to recognize their roles for implementing them, and motivates the employees to develop their competence up to their roles. Also, as the strategic partner of CEO, the department performs the role of forming and diffusing corporate culture.
As its role has been emphasized as described above, the effectiveness of corporate education has been questioned at same time. The evaluation of corporate education can be regarded as a series of systematic process in order to collect data throughout the whole training procedure and transfer the collected data to meaningful information. The corporation measures the members’ educational satisfaction and accomplishments. Furthermore, in order to measure the improvement (which is caused by the educational program) of job competence, it often measures financial accomplishments or level of application on work-site performance by using various tools.
In such aspects, this research verified and analyzed the relationships between component parts of corporate educational service, primary factor of service quality, and educational accomplishments.
The concrete objectives of this research are as follows :
First, it is to analyze how component parts effects on service quality of educational service.
Second, it is to analyze how component parts effects on accomplishments of educational service.
The conclusion of the verified thesis can be summarized as follows:
First, it appears that the component parts of educational service brings positive(+) effects on tangibles
Second, it appears that the component parts of educational service brings positive(+) effects on reliability
Third, it appears that component parts of educational service brings positive(+) effects on responsiveness
Fourth, it appears that component parts of educational service brings positive(+) effects on assurance
Fifth, it appears that component parts of educational service brings positive(+) effects on empathy
Sixth, it appears that component parts of educational service brings positive(+) effects on educational satisfaction
Seventh, it appears that component parts of educational service brings positive(+) effects on application on work-site
The strategic issues of this study are as follows :
First, this study can find it’s meaning in clarifying the relationships between component parts and service quality of educational service. It examined the component parts of corporate educational service closely in aspects of educational engineering and based on preceding study on elements of present educational service.
Second, it examined service-quality factors in corporate education closely. The conclusion, verified from the study of present educational service quality, shows that relationships between instructor and learner, or a clerk in charge of instruction and learner affect much more on quality-satisfaction of educational service rather than the responsiveness which is one of five dimensions on service-quality. Hence, it means that the mutual response between instructor and learner takes important role in satisfaction of service quality therefore the instructor needs to spare time for building relationships.
Third, it clarified the relationships between component parts and educational accomplishments of the service. Also, this analyzed component parts of educational service as the educational program, lecturer, instructor, learner’s self-esteem of competence, motive of learning, and etc. Here, it appears the motive of learning to be the most effective factor of all, so it shows that as the high motive the learner has, the higher effectiveness shows on educational satisfaction and application on work-site.

목차 (Table of Contents)

• 제 1 장 서론 = 1
• 제 1 절 연구의 목적 = 1
• 제 2 절 연구의 방법과 구성 = 2
• 제 2 장 이론적 배경 = 4
• 제 1 절 기업교육서비스 = 4
• 1. 기업교육의 개념 = 4
• 2. 기업교육의 현황 = 6
• 3. 교육서비스의 개념 = 7
• 4. 기업교육의 구성요소 = 9
• 제 2 절 교육서비스 품질 = 18
• 1. 서비스품질의 개념 = 18
• 2. 서비스품질의 측정 = 22
• 3. 서비스품질의 결정요인 = 30
• 4. 교육서비스품질 = 33
• 제 3 절 교육성과 = 38
• 1. 기업교육에서의 성과 = 38
• 2. 교육만족 = 41
• 3. 현업활용도 = 43
• 제 3 장 실증연구의 설계 = 46
• 제 1 절 연구의 모형 및 가설설정 = 46
• 1. 연구의 모형 = 46
• 2. 연구가설의 설정 = 47
• 제 2 절 변수의 조작적 정의 및 측정 = 48
• 1. 교육서비스 구성요소 = 48
• 2. 교육서비스 품질 = 49
• 3. 교육성과 = 49
• 제 3 절 조사방법 = 52
• 1. 표본설계 = 52
• 2. 분석방법 = 53
• 제 4 장 실증분석 및 결과 = 54
• 제 1 절 표본의 특성 = 54
• 1. 인구통계학적 분석 = 54
• 제 2 절 측정도구의 신뢰도와 타당도 분석 = 57
• 1. 신뢰도 분석 = 57
• 2. 타당도 분석 = 58
• 제 3 절 가설검증 = 62
• 1. 교육서비스 구성요소와 교육서비스 품질요인간의 관계 = 62
• 2. 교육서비스 구성요소와 교육성과간의 관계 = 68
• 제 4 절 검증결과의 요약 = 71
• 제 5 장 결론 = 73
• 제 1 절 연구의 요약 = 73
• 제 2 절 연구의 시사점 = 74
• 제 3 절 연구의 한계점 = 76
• 참고문헌 = 77
• ABSTRACT = 85
• 설문지 = 88