敎育 서비스品質의 決定要因에 관한 硏究 : 學院敎育을 中心으로 = (A) Study on Determination Factor of the Quality of Education Services

다국어 초록 (Multilingual Abstract)

(1) Introduction
In the future society, it is a matter of common knowledge that people usually pursue lifelong education ideology and all its energy with vertical/horizontal unity, 'to study and learn freely when, where, whomever, whichever, whatever and as any method', on the whole ideology.
At this time, an academic education comes to need to satisfy immediate education and reality-oriented education which can cope with the change of accelerated, derived and multidimensional society.
It is because the general immediate educational desires at every moment derived during radical course of social change and actual education demand asked for realistic life have limit that can't be satisfied in this school education with one time and strong preparatory educational characteristics.
In this recognition of realistic situation, it is essential question that we have to cope with the demands of the times with raising the quality of services of academic education.
(2) Objectives
The academic education occupies very important part in the side of social education and contribution to social development and expectation about the role will be larger according to the execution of local autonomy system and national development.
In this historic trend, this study is to function well as a future social education with raising the quality of academic education services and futhermore draw up a plan for contribution to the national development more.
(3) Methodology
As for the quality dimension about the academic services, it is used with five dimensions which are showed on PZB model like Parasuraman,
Zeithaml & Berry etc., 38 items related to typicality, reliability, certainty, consensual and reactivity.
Finally 4 dimensions are presented, but 13 items with low coherence in these dimensions are excepted from the analysis and the rest 25 items are used in the quality dimension about the academic services.
Accordingly this study is to do frequency analysis for grasping the characteristics of data first and do factor analysis for extracting the factor and do reliability analysis for grasping whether each factors of constituent items show reliability or not.
This study is to set up a hypothesis for verification whether each quality dimension about the academic services affect the quality of education services, but it is to use variance analysis for grasping whether there is difference in happiness intensity about the education services among them after dividing into the group which recognizes each quality dimension about the academic services is high and the other group which doesn't recognize it.
Also the study is to use cross analysis for grasping the relations of the quality level about academic services, re-lecture intention and purpose of entrance, etc.
The analysis above is realized through Social Science Statistics Package(SPSS for Windows Release 8.0) and is to make significance level of the study 0.05 in hypothesis testing of actual analysis and is to use post-testing method where multiple comparison exists in single variance analysis.
(4) Findings
When recognition of quality dimension about the academic services is low, happiness intensity about quality of academic education services is also low.
Contrary to that, when recognition of quality dimension about the academic services is high, happiness intensity about quality of academic education services is also high. And this result is statistically significant.
On the other hand, as study result showed, when quality dimension about the academic services is high, the students' re-lecture intention become high as well, so it is needless to say that improvement of quality of education services is important issue most of all.
(5) Conclusion
As compared with constituent element of business, we can say that the academy is reduced business pattern. Three elements of business constituent, Men(Human Capital), Money(Capital) and Manufacture(Producer's Goods), still exist in the academy.
After all, we can conclude that the academy is different compared with it but is called as a business which produced immaterial products. The existence of business lies in consumer's purchase power.
Which products will the consumers purchase? It is good products. Superior education services is right good products in the academy compared as services are immaterial products.
As analyzed consumer's consumption behavior, it is entirely brought under economic principles, 'Other things being equal, choose the better one'. We can pursuit 'the better products, better price and better new products'.
The managers of the academy confronting with reality need developing and improving new education program, which satisfy policy change of education and various customer's demand, and persistent education services quality and need innovatory efforts which they can select the management pattern in a decisive manner according to it.

목차 (Table of Contents)

• 第1章 序論 = 1
• 1. 문제의 提起 = 1
• 2. 연구의 目的 = 3
• 3. 연구의 方法 및 內容 = 5
• 第2章 연구의 理論的 背景 = 8
• 第1節 서비스에 관한 一般的 考察 = 8
• 1. 서비스의 槪念과 分類 = 8
• 2. 서비스 시스템의 構成 = 16
• 第2節 서비스품질의 決定要因 = 24
• 1. 서비스품질에 影響을 미치는 要因 = 24
• 2. 서비스품질의 測定要因 = 30
• 第3節 서비스품질의 評價模型 = 36
• 1. 그렌루스의 서비스품질 評價模型 = 37
• 2. PZB의 서비스품질 評價模型 = 39
• 3. 서비스품질의 顧客參與模型 = 44
• 第3章 학원의 現況과 서비스 實態 = 49
• 第1節 학원의 槪念 및 現況 = 49
• 1. 학원의 定義와 種類 = 49
• 2. 학원의 變遷過程과 現況 = 51
• 第2節 학원교육 서비스의 實態 = 54
• 1. 학원교육의 役割 = 54
• 2. 학원교육의 位相 = 56
• 3. 학원의 經營 實態 = 57
• 4. 학원 경영상의 問題點 = 58
• 第3節 학원교육 서비스품질의 決定要因 = 63
• 1. 교육 서비스품질에 영향을 미치는 要因 = 63
• 2. 설정된 요인들에 대한 定義 = 64
• 第4章 硏究의 設計 및 實證 分析 = 65
• 第1節 硏究模型 및 假說 = 65
• 1. 연구모형의 設計 = 65
• 2. 연구가설의 設定 = 66
• 第2節 調査 및 分析方法 = 68
• 1. 표본의 選定 = 68
• 2. 변수의 操作的 定義 = 68
• 3. 分析方法 = 71
• 第3節 實證 分析 및 假說의 檢證 = 72
• 1. 응답자의 特性 = 72
• 2. 분석도구의 信賴性 및 妥當性 = 73
• 3. 가설의 檢證 = 78
• 第4節 分析 結果의 要約 및 解釋 = 85
• 1. 가설 검증의 要約 = 85
• 2. 분석 결과의 解釋 = 86
• 第5章 結論 = 89
• 1. 연구의 要約 = 89
• 2. 연구의 示唆點 및 限界 = 92
• 參考文獻 = 94
• ABSTRACT = 100
• 설문지 = 104