서비스 품질이 지각된 가치와 행동의도에 미치는 영향 분석: 평택국제교류재단 미국인 이용자를 중심으로 = Analysis of the Impact of Service Quality on Perceived Value and Behavioral Intentions: ocused on American Users of the Pyeongtaek International Exchange Foundation

다국어 초록 (Multilingual Abstract)

(Purpose) This study aims to identify the structural relationships among the service quality, perceived value, and behavioral intention of the Pyeongtaek International Exchange Foundation, a service organization for the internationalization of the city. Based on the results, it seeks to provide useful implications for improving the quality of public services to enhance the residential satisfaction of foreign residents.
(Research methods) The subjects of this study were 203 U.S. Citizens who have used the services of the Pyeongtaek International Exchange Foundation, and the measurement tool for the survey used a 5-point Likert scale. Data were analyzed using SPSS 29.0, structural equation modeling, and bootstrapping methods for frequency analysis, reliability analysis, discriminant validity analysis, hypothesis testing, and mediation effect analysis.
(Findings) 1. The quality of service products had a significant effect only on economic and emotional value. 2. The quality of the service environment had a significant effect on economic, emotional, and social value. 3. The quality of service delivery did not have a significant effect on any of the three values. 4. In the relationship between service quality and behavioral intention, service delivery and service environment had a significant effect on behavioral intention. 5. In the relationship between perceived value and behavioral intention, only social value had a significant effect on behavioral intention. 6. The mediating effect of perceived value between service quality and behavioral intention is not appeared.
(Conclusion and recommendations) Based on the results, theoretical and practical implications were presented for improving the quality of public services for foreign residents and promoting international exchange, and supporting their adaptation to domestic society.
1. It is necessary to continuously improve and manage the convenience and comfort of transportation and facilities for using services. 2. It is necessary to permanently deploy English-speaking personnel and strengthen the foundation’s public relations activities. 3. It is important to broadly provide opportunities for exchanges with Koreans through various activities.