지역사회 복지관의 서비스 질이 수요자 만족에 미치는 영향에 관한 연구 = A study on the influences of the service quality to the user satisfaction of the local welfare center

다국어 초록 (Multilingual Abstract)

This study attempted to analyze the connections between the service quality of welfare centers for the elderly and the user satisfaction positively and to offer plans to increase the user satisfaction. Welfare center for the elderly have extended the object of their service to the general aged due to growing elderly population and focused on in-home welfare service, so it is getting more in demand.
Welfare center for the elderly support broad problems of the aged like in-home welfare, medical care, education, leisure activity, etc and the demand of elderly goes on increasing, the construction of the center is increased as well. The main services of welfare center for the elderly are consultation, in-home welfare, social education, support for recovery of abilities, joint work for local welfare and fringe benefit, as you see they are carried on in very various spheres and many local programs have their own peculiarities.
The main variable in the analysis of the connections between the service quality of welfare center for the elderly and the user satisfaction in the research is the quality and satisfaction of the service. The variable is defined as guarantee, right, confidence, adaptability, and union of the service quality to fit in with the peculiarity of welfare center for the elderly. Also the user satisfaction is defined as the intention to recommend, the mind to use again, the satisfaction related the peculiarity of welfare center for the elderly.
The subject of study is elderly people aged sixty and above who took home visit service from welfare center for the elderly and related facilities and mail survey was done with the help of welfare center. With the result of the survey, the service quality and the user satisfaction by user types was compared with cross analysis and average difference testing. The influences of the service quality of welfare center for the elderly on the user satisfaction were analyzed with multiple regression analysis.
As the result of the research, in most factors of the service quality people who took in home service expressed their satisfaction more than people who visited and used the service of the facilities and in the analysis of satisfaction of welfare facilities service the satisfaction measurement of in-home service user was mostly high.
Also confidence, adaptability, and union of the service quality have affirmative connection with the intention to recommend to others and guarantee, right, confidence, adaptability of the service quality have affirmative connection with the mind to use again the service of the welfare facilities. Guarantee, right, confidence, adaptability, union of the service quality show affirmative connection with the user satisfaction for the welfare facilities as well. Therefore the higher the service quality of welfare center for the elderly is, the more the user satisfaction of the service is got.
Based on the result I offered how to improve the management of the welfare facilities for the elderly, and how to raise the user satisfaction of the service for the welfare for the aged and the welfare facilities.
Firstly, to extend the in-home service home visit servers must be increased, and the link between the visiting nursing and home nursing system by local medical facilities and the home visit service by welfare center for the elderly is considered.
Secondly, well organized plan of proper facilities, space, and use for the services of the welfare center for the aged and systematic human resources development to make the staff of the welfare center for the aged get their expertise are needed.
Thirdly, to provide wide and general service to the local elderly and their family with various local resources, establishing local community network with welfare center for the elderly as the center is offered.
Finally, organic solidarity of the central government, provincial governments, welfare institution for the elderly, educational facilities, citizens and religious bodies and leading private participation are also important factors for branching out the service resources of welfare center for the elderly.
Welfare policy for the elderly in an aging society has to satisfy new general welfare case's desire as well as it has to strengthen lack services. Thus, to expand welfare center for the elderly and to provide various services are very positive. But the most important thing is responsibility and expertise which welfare center for the elderly are well qualified to fulfill the services. In other words, welfare center for the elderly has to provide professional service to meet the demand and should try to improve the quality of the services with expertise.

목차 (Table of Contents)

• 제1장 서론 = 1
• 제1절 연구의 목적 = 1
• 제2절 연구범위 및 방법 = 3
• 제2장 서비스 질과 수요자 만족에 관한 이론적 고찰 = 6
• 제1절 노인복지시설의 의의 및 서비스 유형 = 6
• 1. 노인복지시설 서비스의 의의 및 필요성 = 6
• 2. 노인복지시설 유형 및 운영 = 9
• 3. 노인복지시설의 서비스 유형 = 14
• 제2절 노인종합복지관 운영 및 서비스 프로그램 = 20
• 1. 노인종합복지관의 개념과 역할 = 20
• 2. 노인종합복지관의 서비스 프로그램 = 25
• 3. 노인종합복지관의 서비스 사례 = 28
• 제3절 서비스 질·사회자본과 서비스 만족에 관한 이론 = 39
• 1. 서비스 질의 개념 및 구성요소 = 39
• 2. 사회자본의 의의 및 구성요소 = 46
• 3. 서비스 만족의 의의 및 구성요소 = 52
• 제4절 서비스 질과 수요자 만족에 관한 선행연구 = 56
• 1. 인구통계학적 특성과 수요자자 만족 = 57
• 2. 노인복지시설의 서비스 질과 수요자 만족 = 59
• 제5절 연구모형 및 가설 = 62
• 1. 연구모형 = 62
• 2. 연구가설 = 65
• 제3장 노인종합복지관의 서비스 질과 수요자 만족에 관한 인식분석 = 68
• 제1절 조사 설계 및 표본의 특성 = 68
• 1. 변수의 측정 = 68
• 2. 자료수집 및 분석방법 = 71
• 3. 측정의 신뢰성 및 타당성 = 72
• 4. 표본자료의 일반적 특성 = 74
• 제2절 노인종합복지관의 서비스 질 = 77
• 1. 서비스 질의 보증성 = 77
• 2. 서비스 질의 적절성 = 84
• 3. 서비스 질의 신뢰성 = 90
• 4. 서비스 질의 대응성 = 96
• 5. 서비스 질의 통합성 = 102
• 제3절 노인종합복지관의 수요자 만족 = 108
• 1. 총체적 서비스 만족 = 108
• 2. 타인에의 권유 의사 = 116
• 3. 재이용·재방문 의사 = 118
• 제4장 서비스 질과 수요자 만족에 관한 실증분석 = 120
• 제1절 이용유형 별 서비스 질과 수요자 만족도 차이검증 = 120
• 1. 이용유형 별 서비스 질의 차이 = 120
• 2. 이용유형 별 총체적 서비스 만족도 차이 = 129
• 3. 이용유형 별 권유 및 재방문 의도 차이 = 131
• 제2절 서비스 질과 수요자 만족 간 관계 분석 = 132
• 1. 상관관계 분석 = 133
• 2. 서비스 질과 총체적 수요자 만족 = 135
• 3. 서비스 질과 재이용·재방문 의사 = 136
• 4. 서비스 질과 타인에 대한 권유 = 138
• 제3절 연구가설의 검증 및 분석결과 논의 = 140
• 1. 연구가설 검증 = 140
• 2. 분석결과의 논의 = 142
• 제4절 분석결과에 따른 정책적 함의 = 145
• 1. 재가복지 서비스 프로그램 확대 = 145
• 2. 시설환경 개선 및 서비스 인력개발 = 146
• 3. 포괄적·종합적 서비스 제공 = 148
• 4. 서비스 자원의 다원화 = 150
• 제5장 결론 = 152
• 참고문헌 = 156
• ABSTRACT = 170
• 질 문 지 = 174