대학교육서비스품질이 학생만족에 미치는 영향에 관한 연구 : C대학을 중심으로 = (A) Study on the Influence of Service Quality of University Education on Student Satisfaction : Focusing on the C University

다국어 초록 (Multilingual Abstract)

Most people in business today would agree that the trends are the service. The most highly developed nations have experienced a change in the basic structure of their economic some two-thirds of their gross national product already derives from non-agricultural and no industrial operations. Especially, Environment of management changes by the economic paradigm in new millennium and Such the economic paradigm is a reflection of the service industry we work in. This change emphasis customer satisfaction from a supplier center to a customer center. It is not an exception with education market in this change of customer center.
The university has to consider their students as customer and manage to focus on the student as customer. The university needs to establish concepts of the service marketing in the university and would be the first step of the customer-oriented studies.
In this context, this study focuses on the Influence and measure factor of Service Quality of University Education on Student Satisfaction(the C University). therefor, we have to concept of the service marketing and the student satisfaction in University Education.
The purpose this study is as follows:
First, identify the Influence of Service Quality of University Education on Student Satisfaction in existing reference and indicate a study model.
Second, analyze factor to influence of Student Satisfaction in Service Quality of University Education.
Third, suggest to a plan for enhancing the Student Satisfaction in the C university.
To achieve these purpose, a study model and hypothesis established through the existing reference, the hypothesis was verified and outcomes were discussed by conducing a survey. This study was consist of five factor components of the Influence of Service Quality of University Education on Student Satisfaction.
(1) studying service (2) physical facility (3) administration service (4) convenient facility (5) the others service
The major results of this study are as follow:
First, this results indicate that five factor components of the Influence of Service Quality of University Education on Student Satisfaction were an important variable. the student satisfaction rates go up when they feel a satisfaction of five factor components.
Second, The second hypothesis is as follow: The each individual characters, such as attending school, sex distinction, a grade, make a difference to influence student satisfaction.
This hypothesis indicate that attending school and sex distinction of individual characters made no difference. but a grade make a difference to influence student satisfaction.
Based on the survey and analysis, the study suggest the followings.
To enhance student satisfaction, the university have to establish strategy.
Especially, convenient facility was proved very important factor by survey in C university. Also satisfaction rates of learning service, especially a lecture room is the lowest. So the C university focus on the convenient facility and learning service to maximize the satisfaction of students.
To achieve competitive advantage and long-term growth, An administration staff in the university should keep in the service mind. When unkindness, heavy going so on frequently happen, student satisfaction goes down and image of university loss. Therefor, the university try to improve the service mind by providing training programs and by encouraging the administration staff.

목차 (Table of Contents)

• 목차
• 제1장 서론 = 1
• 제1절 연구의 배경 = 1
• 제2절 연구의 목적 = 2
• 제3절 연구의 방법 및 구성 = 3
• 제2장 이론적 고찰 = 6
• 제1절 서비스 품질 이론 = 6
• 1. 서비스 개념 및 특성 = 6
• 2. 서비스품질의 개념 = 9
• 3. 서비스품질의 결정요인 = 11
• 제2절 고객만족 이론 = 22
• 1. 고객만족의 개념 = 22
• 2. 고객만족의 결정요인 = 25
• 3. 고객만족에 관한 연구 = 27
• 제3절 대학교육서비스품질 이론 = 29
• 1. 대학교육서비스 품질의 정의 = 29
• 2. 교육서비스 특성 = 30
• 3. 학생만족 결정요인 = 32
• 4. 대학교육서비스품질과 고객만족간의 관계 = 33
• 제3장 연구모형과 조사 설계 = 35
• 제1절 연구모형과 가설의 설정 = 35
• 제2절 변수의 조작적 정의 = 37
• 제3절 조사의 설계 = 38
• 1. 설문지의 구성 = 38
• 2. 자료의 분석방법 = 39
• 제4장 실증분석 = 40
• 제1절 인구통계학적 분석 = 40
• 제2절 자료의 신뢰성 및 타당성 분석 = 42
• 1. 신뢰성 분석 = 42
• 2. 타당성 분석 = 44
• 제3절 연구가설의 검증 = 47
• 1. 가설 1의 검증 = 47
• 2. 가설 2의 검증 = 51
• 제5장 결론 = 54
• 제1절 연구결과의 요약 = 54
• 제2절 연구결과의 시사점 = 56
• 제3절 연구의 한계점과 향후 연구방향 = 57
• 참고문헌 = 59
• 설문지 = 66
• ABSTRACT = 73