大學行政서비스의 改善을 위한 實證的 硏究 : 수도권 대학행정서비스 고객을 중심으로 = An Empirical Study on the Service of University Administration

다국어 초록 (Multilingual Abstract)

University of Korea have to think that how to cope with the puestion of opening of education and that how to furnish a kind of administration services to students of the best customers in university
In the age of infinite competition, changes of university can cultivate competive power of country. Especially, in coming 21 contury, students will be customers of education. Therefore university must reform and consolidate system properly to the age of student-customer.
Now, the world changing to the open age at speed, so university must change to the open system fit the age of the opening. To manage these changes spontaneously, university must put administration services of high quality to students of education-customers, and translate to satisfactional administration uniformed attempt to make new changes.
To provide university administration, which deserves trust and impressed compliments, with accurate information and deep concern for customers as well as prepared services, each universities, now facing environmental changes favoring openness and reform, should ask themselves the following questions: what is their objectives and what is their administrative philosophy?; what kind of administrative service do they provide to the customers via what kind of education programs?; through that service, what type of personnel do they produce for the society?; and, what are the appropriate educational program and/or research formation for realizing this? Above all, the answers sought for by those questions should be the ones that can carve out the future and are suitable for that created future.
For building up customer-oriented university administrative service, many new measures and service strategies should be developed. The most fundamental and basic example of those measures and strategies is listening to the students' concerns and complaints and then classifying those dissatisfactions. The process of finding customer's unexpressed needs and improving the university administration by reflecting those needs can magnify the customer's trust and satisfaction with the administration. Moreover, through this process, universities can ensure their competitiveness in the field of administrative services.
Now, universities should be well-informed about the customers in their administrative environment. Therefore, their administrative services must be fortified based on the following principles:
First principle is continuation: surveys on the customer satisfaction shouldn't be ad hoc; rather, they must be conducted continuously on the regular basis. In this way, the comparison between the present state and the past one could be made. Second principle is quantitativeness: the survey should be written scientifically so that minute details could be compared and studied. In this way, customer's unexpressed needs could be examined. Final principle is accuracy: accurate degree of customer satisfaction can't be identified either by wild guesses or by rough examinations. Besides, based on the result of the surveys, the measures for continuous improvement should be found out. At the same time, to secure expertise in university administration, it is necessary to cultivate administration experts and to adjust the focus of administration to be service-centered. What is needed in the level of university organization for realizing these are strong will and practice for fixing service-oriented culture; constant enhancement in competency of the educational staffs; and the education for establishing service-mindset.
Henceforth, universities should be born again with new looks. The university administration should be oriented to the students -the customers-, so that university education could possess unique, incomparable authority, and its administration becomes an excellent service, which is trustworthy.
What is required to the members of the universities are serious considerations on their administration in terms of 'why', rather than 'how'. Besides, dynamic execution based on the consideration is also required to them.

목차 (Table of Contents)

• 목차
• 제1장 서론 = 1
• 제1절 연구의 배경과 목적 = 1
• 제2절 연구의 내용과 방법 = 5
• 제2장 대학행정의 일반적 특성 = 7
• 제1절 대학행정의 본질과 특성 = 7
• 제2절 대학의 양적 확대 = 12
• 제3절 대학행정의 질적 관리와 역할 = 18
• 제3장 대학환경변화와 행정서비스 만족 = 24
• 제1절 국내외 환경변화와 서비스 경쟁력 = 24
• 제2절 대학고객관리의 필요성과 효과 = 32
• 제3절 고객만족과 곡객의 개념 = 39
• 제4절 고객중심의 대학행정서비스 관리전략 = 45
• 제4장 대학행정서비스의 실증적 분석 = 52
• 제1절 연구설계 = 52
• 1. 표본추출과 예비조사 및 자료 수집 = 52
• 2. 연구를 위한 도구의 선정 = 53
• 3. 연구자료의 분석 방법 = 56
• 제2절 이론적 분석 = 58
• 1. 연구대상자의 일반적 특성 = 58
• 2. 평가 항목의 신뢰성 분석 = 62
• 제3절 만족도에 관한 분석 = 62
• 1. 일반적 특성에 관한 만족도 분석 = 63
• 2. 교육고객만족도 산출 = 68
• 3. 상관분석 = 70
• 4. 회귀분석 = 70
• 제5장 요약 및 결론 = 73
• 제1절 요약과 개선방향 = 73
• 제2절 결론 = 80
• 참고문헌 = 83
• ABSTRACT = 89
• 부록 = 93