태권도장의 서비스 공정성이 교육만족과 타인추천의도에 미치는 영향 = Impacts of Taekwondo Gym Service Impartiality on Trainee Satisfaction and Recommendation Intention

다국어 초록 (Multilingual Abstract)

The purpose of this study was to examine the impact of the service impartiality of a taekwondo gym on the satisfaction level of trainees and their intention of recommending the gym to others.
The subjects in this study were 400 trainees who were selected by nonprobability sampling from a population of fourth, fifth and sixth graders who learned taekwondo in taekwondo gyms in Seoul as of November 2008. After a survey was conducted, the answer sheets from 385 trainees were analyzed.
The instrument used in this study was questionnaire that consisted of four different scales, which respectively covered demographic character- istics/training experience, service impartiality, satisfaction level and recommendation intention. The service impartiality scale was prepared by modifying the questionnaire items of Korean researchers including Keum Han-na(2003), Kim Cheon-seo(2004), Nho Dong-yeon(2996), Yoon Kyung-san(2001) and Lim Jong-nam(2007), which were based on the questionnaires of Clemmer & Schneider(1996), Maxham(1999), Smith, Bolton & Wagner(1999) and Tax, et. al.(1998). As for the satisfaction scale, Lim Seong-ho(2003) and Ji Young-beom(2003)'s questionnaires were modified in part to suit the characteristics of the taekwondo trainees.
For data handling, an error test was conducted, and only the analyzable answer sheets were analyzed by SPSS for Windows 14.01 program. A factor analysis, reliability analysis, t-test, one-way ANOVA, correlation analysis and multiple regression procedures were utilized.
The findings of the study were as follows:
First, the demographic characteristics of the trainees involving gender, grade, the length of training and Poom made no significant differences to interaction impartiality and procedural impartiality, which were two subfactors of service impartiality. Hence taekwondo instructors should keep in mind that service impartiality might hinge on their own leadership or educational programs rather than the demographic characteristics of trainees.
Second, the grade of the trainees made a significant difference to satisfaction level with mental/physical training, resting and improved physical fitness. Their Poom made a significant difference to satisfaction level with mental/physical training and peer relationship, and gender and the length of training made no significant differences. As their self- perceived satisfaction level might depend on grade and Poom rather than gender and the length of training, instructors should provide educational programs tailored to their grade and Poom to raise their satisfaction level.
Third, the demographic characteristics such as gender, grade, the length of training and Poom made no significant differences to recommendation intention. Accordingly, it's required to prepare differentiated facilities and programs, instead of merely paying attention to the demographic characteristics of trainees, to lure more trainees and let them recommend the gym they attend to others.
Fourth, interaction impartiality and procedural impartiality, which were the subfactors of service impartiality, had a significant impact on every satisfaction level with mental/physical training, resting, improved physical fitness and peer relationship.
Fifth, interaction impartiality and procedural impartiality, which were the subfactors of service impartiality, exerted a significant influence on recommendation intention.
Sixth, satisfaction level with mental/physical training, resting and peer relationship affected recommendation intention in a significant manner.
The above-mentioned findings illustrated that service impartiality that involved interaction impartiality and procedural impartiality had a significant impact on satisfaction level and recommendation intention. The satisfaction level affected recommendation intention in a significant way as well. In other words, better service impartiality led to better trainee satisfaction and stronger recommendation intention, and better trainee satisfaction led to stronger recommendation intention.

목차 (Table of Contents)

• Ⅰ. 서론 = 1
• 1. 연구의 필요성 = 1
• 2. 연구의 목적 = 4
• 3. 연구모형 및 가설 = 4
• 4. 연구의 제한점 = 6
• 5. 용어의 정의 = 7
• Ⅱ. 이론적 배경 = 9
• 1. 태권도장의 서비스 = 9
• 2. 서비스공정성 = 14
• 3. 교육만족 = 22
• 4. 타인추천의도 = 27
• 5. 사전연구의 고찰 = 31
• Ⅲ. 연구 방법 = 35
• 1. 연구대상 = 35
• 2. 조사도구 = 35
• 3. 조사절차 = 43
• 4. 자료처리 = 44
• Ⅳ. 결과분석 = 45
• 1. 수련생의 인구통계학적 특성에 따른 서비스 공정성의 차이 = 45
• 2. 수련생의 인구통계학적 특성에 따른 교육만족의 차이 = 48
• 3. 수련생의 인구학적 특성에 따른 타인 추천의도의 차이 = 52
• 4. 서비스공정성과 교육만족 간의 관계 = 55
• 5. 서비스공정성과 타인추천의도와의 관계 = 59
• 6. 교육만족과 타인추천의도와의 관계 = 60
• Ⅴ. 논의 = 61
• Ⅵ. 결론 및 제언 = 65
• 1. 결론 = 65
• 2. 제언 = 67
• 참고문헌 = 68
• ABSTRACT = 82
• 부록 = 85