지역사회복지관의 서비스 질 구성차원에 관한 제공자와 이용자 간의 인식유형 비교연구 : Q방법론의 적용 = A Study on Cognitive Type between Users and Provider in Dimension of Quality in Service of Community Welfare Center: Application of Q methodology

다국어 초록 (Multilingual Abstract)

The purpose of the study was to examine cognitive types of quality in service of community welfare centers and characteristics of each cognitive type by applying Q methodology with users and offerers of community welfare centers. As the results, the study could sort them into three kinds of offerer types- ‘Type emphasizing specialized, sympathized and continuous programs’, ‘Type emphasizing sympathy with specialty’ and ‘Type emphasizing a quick reaction in service’- and three kinds of user types- ‘Type emphasizing externality and continuity of program’, ‘Type emphasizing sympathy’ and ‘Type emphasizing approach. The study proposed three kinds of research questions. As the results, there were dimensions of quality in service of only social welfare differing from profit-making organizations since specialty, continuity and approach were induced out of offerer types and user types. Sympathy and continuity were common elements between offerer types and user types in a dimension of quality in service of community welfare centers. On the other hand, offerer types emphasized specialty and user types emphasized approach and externality. Therefore, there were differences in cognitive types about dimension of quality in service between offerers and users.
The above results of the study can be usefully utilized as basic data for diverse and systematic endeavor to measure and improve quality in service suitable to real conditions of community welfare centers by increasing understanding about subjective attitudes and characteristics of dimension of quality in service of community welfare centers.
Keyword: Community welfare center, quality in service, dimension of quality in service, Q methodology, cognitive type

목차 (Table of Contents)

• Ⅰ. 서 론 = 1
• 1. 연구의 필요성 및 목적 = 1
• 2. 연구 방법과 내용 = 5
• Ⅱ. 이론적 배경 = 7
• 1. 서비스 질의 의의와 특성 = 7
• 2. 서비스 질의 구성차원과 서비스 질 측정방법 = 18
• 3. 지역사회복지관의 서비스 질의 중요성 = 23
• 4. Q방법론의 고찰 = 26
• 5. 선행연구 검토 = 35
• Ⅲ. 조사 설계 및 방법 = 44
• 1. 연구절차 = 45
• 2. 자료분석방법 = 51
• 3. 연구모형 = 54
• Ⅳ. 분석결과 = 55
• 1. Q유형의 형성 = 55
• 2. 지역사회복지관의 서비스 질 구성차원 유형 특성 분석 = 58
• Ⅴ. 논 의 = 79
• Ⅵ. 결론 및 제언 = 83
• 참고문헌 = 88
• Abstract = 97
• 부 록 = 99