대학서비스가 학생만족에 주는 영향에 관한 연구 : 지방대학교를 중심으로 = (The) research about the influences where college service is to satisfy student

다국어 초록 (Multilingual Abstract)

The university has to consider their students as customer to adjust the international level of university and the level of the environment , whatever they want or not.
Fastidious customers and constantly changing of taste of customer require them to act flexible. Otherwise, they would be disregarded. It is desperate to pursue 'the satisfaction of customer'. This way is only method for them to survive under this situation. Therefore, the future university have to apply 'the service marketing' which means that student is regarded as customer.
This research reminds needs to establish concepts of the service marketing in our local universities. and would be the first step of the customer-oriented studies.
We have purpose to bring concepts of the service marketing and the satisfaction of customer. and we should try to find problems of universities so that we will be able to give a proposal to satisfy students.
The result of the actual test is as follow
First, as the entire service is reviewed positively, the satisfaction of customer is higher
Second, the level of the university service influences the satisfaction of customer. Accordingly, when the entire service is reviewed positively, the satisfaction of customer is higher
Third, the level of expectation of the university service and the importance of he university service influences the satisfaction of customer. Therefore, if their own universities were positioned in high place, the satisfaction of customer would rise.
Fourth, the evaluation of the university service influence the satisfaction of customer according to the level of their expectations and the importance of university service
Fifth, the evaluation of the university service and the importance of the university service have effect on the satisfaction of customer. So, when they are estimated positively, the satisfaction of customer could rise. Specially, the employees service and the image of university at 21century are more important than the other one. As to the local university, we concluded that they have to accelerate the improvement of employee service. and when they go head and prepare for the 21century, the satisfaction of customer would be higher .
If not being disregarded, they have to utilize the service marketing as customers want.
University would have to has a specialized characteristic and exchange with the foreign university. They would have to bring the advanced system of education in the field and would have to cope effectively with a tense situation.
Finally, introducing the service marketing, they have to regard students as customers so that could satisfy students as recipients of the education. If so, they need to change their mind and philosophy of employees and give priority of students. Therefore, they could avoid the bankruptcy of university, which could turn a misfortune into a blessing.

목차 (Table of Contents)

• 목차 = ⅲ
• 제1장 서론 = 1
• 제1절 문제제기 및 연구목적 = 1
• 제2절 연구 방법 및 범위 = 6
• 제2장 이론적 고찰 = 7
• 제1절 서비스에 관한 이론 = 7
• 2.1.1 서비스의 정의 및 특성 = 7
• 2.1.2 서비스 마케팅의 개념으로서의 교육 서비스 = 16
• 2.1.3 교육 수요자의 범위와 교육 서비스 영역 = 28
• 2.1.4 서비스 분류에 의한 교육 서비스의 특이성 = 30
• 제2절 서비스품질 평가 = 37
• 2.2.1 서비스에 대한 지각 : 서비스 품질 = 37
• 2.2.2 서비스 품질 모형 = 39
• 제3절 서비스품질이 고객에 미치는 영향 = 44
• 2.3.1 서비스품질과 고객만족 = 44
• 2.3.2 품질이 곧 이익 = 45
• 제3장 연구모형과 연구가설 = 48
• 제1절 연구모형 = 48
• 제2절 연구 가설의 설정 = 49
• 제4장 연구방법 = 51
• 제1절 설문지의 구성 = 51
• 제2절 자료 수집과 분석절차 = 51
• 4.2.1 조사대상의 선정과 자료수집 = 51
• 4.2.2 분석절차 = 52
• 제5장 실증분석 및 가설검증 = 53
• 제1절 표본대상의 일반적 특성 = 53
• 제2절 신뢰성의 검증 = 53
• 제3절 연구가설의 검증 = 54
• 5.3.1 가설 Ⅰ 검증 = 54
• 1) 가설 Ⅰ-1 검증 = 54
• 2) 가설 Ⅰ-2 검증 = 55
• 3) 가설 Ⅰ-3 검증 = 56
• 4)가설 Ⅰ-4 검증 = 56
• 5) 가설 Ⅰ-5 검증 = 57
• 5.3.2 가설 Ⅱ 검증 = 58
• 5.3.3 가설 Ⅲ 검증 = 58
• 5.3.4 가설 Ⅳ 검증 = 59
• 1)가설 Ⅳ-1 검증 = 59
• 2)가설 Ⅳ-2 검증 = 61
• 제6장 결론 = 63
• 제1절 연구 결과의 요약 및 시사점 = 63
• 제2절 연구의 한계 및 향후의 연구방향 = 66
• 참고문헌 = 67
• Abstract = 72
• 설문지 = 75
• 감사의 글 = 79