보육서비스 질이 영아전담보육시설 이용자의 만족도에 미치는 영향 : 울산광역시를 중심으로 = The Effect of Service Quality to Infant Day-care Center Parents Satisfaction

다국어 초록 (Multilingual Abstract)

It is needed to examine the satisfaction of infant day-care center service quality from the infant day-care center parents in order to improve nurture quality which fits parents' requirement. Therefore, the purpose of this research is to find how the service quality of infant day-care center affects parents satisfaction, in order to improve the quality of infant day-care center.
The subject of this study is 254 survey papers from the parents of 9 infant day-care center, which are located in Ulsan.
The tool examining the service quality in this study is SERVQUAL, developed by PZB, and we examined the service quality by recomposing it with 8 aspects(tangibleness, reliability, responsiveness, assurance, empathy, professionalism, security, accessibility)
Satisfaction-examine tool, for reference of total satisfaction method is used after developing satisfaction categories fit to infant nurture and analyzing its reliability.
The data processing method of this study is as follows.
First, in order to find the demographical variables of research objects and the property of facilities, we produced frequency and percentage by frequency analysis
Second, in order to find the general characters of research objects and to find the difference between the service quality of infant day-care center and the satisfaction of the parents, we executed tost and ANOVA.
Third, in order to find the relationship between the service quality and the parents satisfaction, we executed correlation analysis.
Fourth, in order to find the service quality which affects the parents satisfaction, we executed multiple regrossion analysis by step-wisc method, service quality as an independent variable and parents satisfaction as a dependent variable
The data collected for this research are analyzed with SPSS for Windows 12.0 program
The result from this research is as follows.
According to the result of the research, the quality of infant day-care center is very high(4.2541) and the parent satisfaction is also very high(4.2819 average).
Examining the relationship between infant day-care center service quality and parents satisfaction, there is a strong plus relationship in p<.001 level of all factors, which means proportional relationship between the service quality and the parents satisfaction. That is to say, the more positive and high level of the service quality valuation from the parents who send their children to the infant day-care center the higher satisfaction of the infant day-care center.
Examining the result of multiple regression analysis by stop wise method, service quality as an independent variable and parents satisfaction as a dependent variable, in order to find the service quality which affects the parents satisfaction, empathy(β=.816, p=.000) affects the customer satisfaction the most, and tangibleness(β=.326, p=000), security(β=.247, p=000), accessibility(β =.143, p=001), and professionalism(β=.120, p=.030) follow and explanation power is also very high(75.9%)
From the result of the research, we need to sincerely care infants individually(empathy), improve facility environment(tangibleness), to make it safely and easy to use, in order to improve the service quality and parent satisfaction. Especially, the inspection of outside amusement facilities required for infant day-care and the expansion of infant day-care center is seriously required.

목차 (Table of Contents)

• 제Ⅰ장 서론 = 1
• 제1절 연구의 의의 및 목적 = 1
• 제2절 연구의 방법 및 연구문제 = 4
• 제3절 연구의 제한점 = 5
• 제Ⅱ장 이론적 배경 = 6
• 제1절 영아보육의 이해 = 6
• 제2절 보육서비스의 질 = 13
• 제3절 보육서비스의 이용자 만족도 = 31
• 제4절 선행연구 고찰 = 36
• 제Ⅲ장 조사설계 및 방법 = 44
• 제1절 조사대상 및 자료 수집방법 = 44
• 제2절 조사도구 및 구성 = 44
• 제3절 자료 분석방법 = 46
• 제4절 연구모형 = 47
• 제Ⅳ장 조사결과 및 분석 = 48
• 제1절 조사대상자의 일반적 특성 = 48
• 제2절 보육서비스의 질에 대한 분석 = 52
• 제3절 영아전담보육시설 이용자의 만족도 = 66
• 제4절 보육서비스 질과 이용자 만족도의 상관관계 = 70
• 제5절 보육서비스 질 차원이 이용자 만족도에 미치는 영향 = 71
• 제Ⅴ장 결론 및 제언 = 74
• 제1절 결론 = 74
• 제2절 제언 = 76
• 참고문헌 = 79
• ABSTRACT = 87
• 설문지 및 부록 = 89