중국 대학의 교육서비스품질, 행정서비스품질과 물리적 환경이 대학의 명성, 만족 및 충성도에 미치는 영향 = The Effect of Educational Service Quality, Administrative Service Quality and Physical Environment on Reputation, Satisfaction and Loyalty of the Chinese Universities

다국어 초록 (Multilingual Abstract)

Since the reform and opening up of the country in the 1990s, the Chinese
government has continued to push ahead with its policy vision to build
universities at a global level suitable for China's economic scale. Accordingly,
the Chinese government is helping to establish the legal and institutional
foundation for Chinese universities, which have been insufficient, and at the
same time, to preempt global competition through active investment in specific
universities.
The purpose of this study is to examine the satisfaction and loyalty of
university students according to the service quality currently provided by
Chinese universities through empirical analysis on the effect of educational
service quality, administrative service quality and physical environment on
university reputation and student loyalty.
In order to achieve the purpose of the study, an empirical study was
conducted to examine the theoretical basis of the current status of universities
in China, educational service quality, administrative service quality, physical
environment, university reputation, as well as student university satisfaction
and loyalty towards university. In addition, for the empirical analysis of
hypothesis verification, questionnaires were handed out to students at
universities located in Hanam, China, and SPSS 26.0 and AMOS 26.0 were used
based on the collected data. Prior to hypothesis verification, frequency analysis,
descriptive statistical analysis, reliability and validity analysis, correlation
analysis, and path analysis of structural equation models were conducted to
summarize the practical meaning of the research results, limitations of the
study, and tasks of follow-up studies.
Based on the hypothesis test results, the implications of the results of this
study are as follows.
First, in order to increase university reputation and university satisfaction, it
is necessary to improve attendance and lecture evaluation among the factors
influencing university education service quality. Furthermore, if
professor-student interaction, teaching method, and professor image are
enhanced, universities will be able to provide students with a better teaching
environment.
Second, in order to increase the university reputation and university
satisfaction of Chinese universities, it is necessary to speed up the processing
of employees' work among the factors influencing university administrative
services quality, and employee-friendly environment and diverse activities for
graduates to improve the system. In addition, it will be possible to promote the
reputation and satisfaction of universities through improvement of international
exchange and scholarship system.
Third, in order to increase university reputation and university satisfaction, it
is necessary to improve the environment of the cafeteria among physical
environmental factors, with the efforts being invested in providing food,
developing menu and upgrading service of restaurant workers. In addition, it is
also imperative to improve the environment of some spaces which are
frequented by students such as gyms, dormitories, and libraries. Moreover,
improvements in the safe transportation environment on campus will go a long
way towards enhancing university reputation and student satisfaction.
Fourth, in order to increase the university's reputation, the improvement of
the physical environment should be put in the top priority, followed by the
improvement of administrative services and educational services
Fifth, in order to increase the student loyalty towards university,
universities in China should be promoted externally through attracting talented
people, improving teaching methods, and expanding social activities of
universities.
Sixth, in order to increase the loyalty of students to universities, Chinese
universities should improve the physical environment of universities, and in
addition, educational services and administrative services in such factors as
convenience of school life, retention of excellent faculty, and improvement of
teaching methods.
This study has a great practical contribution to Chinese university students
in that it identified the relative importance of factors and components through
structural relationships among educational service quality, administrative service
quality, physical environment, university reputation, university satisfaction, and
student loyalty in an empirical analysis.
Despite these research results, some limitations emerged from the progress
of this study. Based on these limitations, future research directions were
presented.
First, this study is judged to have limitations in generalizing the results of
the study by conducting surveys only in specific regions of China. In future
studies, it is judged that better research results can be derived if research is
conducted on college students enrolled in universities throughout China.
Second, this study selected and analyzed students from universities located in
Hanam, China. Since regional characteristics are different from each other,
future studies will be more meaningful if research results consistent with each
region are derived from regional comparisons in China.
Third, the variables used in this study are expected to show different results
if they select universities such as those in the United States and Europe that
provide advanced educational services. Therefore, future research can be done
if a comparative study between foreign universities and Chinese universities
that provide advanced educational services can lead to results that can
promote university satisfaction and student loyalty to Chinese universities.

국문 초록 (Abstract)

개혁개방 이후 90년대부터 중국 정부는 본격적으로 중국의 경제 환경
개선의 필요성이 크고, 나아가 학생들의 안전을 위한 교내 교통환경까지
개선된다면 재학생의 만족은 고취될 것이다.
넷째, 대학명성을 높이기 위해서는 물리적 환경의 개선이 최우선으로
이루어질 필요가 있으며, 이와 더불어 대학의 행정서비스, 교육서비스
등의 개선도 동시에 이루어져야 할 것이다.
다섯째,　재학생들의 대학충성도를 높이기 위해 중국의 대학은 우수인
재 유치, 교수법 개선, 대학의 사회적 활동 등을 통해 대외적으로 대학
의 평판을 고취시켜야 할 것이다. 이와 더불어 학교생활의 편의를 위한
행정서비스 개선과 우수한 교수진 확보, 수업법 개선 등의 교육서비스
개선도 지속적으로 이루어져야 할 것이다.
그리고 본 연구는 중국 대학의 재학생을 대상으로 교육서비스품질, 행
정서비스품질, 물리적 환경, 대학명성, 대학만족 및 대학충성도 간의 구
조관계 분석을 통하여 요인 간의 영향 관계와 구성요인들의 상대적 중요
성을 실증적 방법으로 규명한 점과 실증적 분석을 통하여 중국의 대학
발전을 위한 전략적 시사점을 제공하였다는 점에서 실질적인 기여도가
크다고 할 수 있다.
이러한 연구성과에도 불구하고 본 연구는 실증적 연구의 한계점을 내
포하고 있으며, 이러한 한계점을 토대로 향후 연구방향을 제시하면 다음
과 같다.
첫째, 본 연구는 중국의 특정 지역에 국한하여 설문조사를 실시하여
연구 결과를 일반화하기에는 다소 한계가 있는 것으로 판단된다. 향후
연구에서는 중국 전 지역의 대학에 재학 중인 대학생을 대상으로 연구를
진행한다면 보다 의미있는 연구결과를 도출할 수 있을 것으로 판단된다.
둘째, 본 연구에서 사용된 변인들은 선진 교육서비스를 제공하는 미국
이나 유럽 등의 대학교를 대상으로 한다면 연구결과는 상이하게 나타날
것으로 예상된다. 따라서 향후 선진 교육서비스를 제공하는 외국의 대학
과 중국 대학 간의 비교 연구를 진행한다면 대학만족 및 충성도를 고취
시킬 수 있는 차별화된 결과를 도출할 수 있을 것으로 기대한다.

목차 (Table of Contents)

• 제1장 서론 ···································································································· 1
• 제1절 연구배경 및 연구목적 ··································································· 1
• 제2절 연구방법 및 구성 ··········································································· 2
• 제2장 이론적 배경 ····················································································· 5
• 제1절 중국의 대학 현황 및 변천과정 ··················································· 5
• 1. 중국의 대학 현황 ·············································································· 5
• 2. 중국 대학의 변천과정 ······································································ 6
• 제2절 대학교육서비스품질 ······································································· 7
• 1. 대학교육 서비스품질의 정의 ·························································· 7
• 2. 대학교육서비스품질의 구성요인 ·················································· 12
• 3. 대학교육서비스품질에 관한 선행연구 ········································ 27
• 제3절 대학행정서비스품질 ····································································· 31
• 1. 대학행정서비스품질의 정의 ·························································· 31
• 2. 대학행정서비스품질의 구성요인 ·················································· 34
• 3. 대학행정서비스품질에 관한 선행연구 ········································ 45
• 제4절 대학의 물리적 환경 ····································································· 47
• 1. 물리적 환경의 정의 ········································································ 47
• 2. 물리적 환경의 구성요인 ································································ 51
• 3. 물리적 환경에 관한 선행연구 ······················································ 55
• 제5절 대학명성 ························································································· 57
• 1. 대학명성의 정의 ·············································································· 57
• 2. 대학명성의 구성요인 ······································································ 60
• 3. 대학명성에 관한 선행연구 ···························································· 64
• 제6절 대학만족 ························································································· 65
• 1. 대학만족의 정의 ·············································································· 65
• 2. 대학만족의 구성요인 ······································································ 68
• 3. 대학만족에 관한 선행연구 ···························································· 70
• 제7절 대학충성도 ····················································································· 71
• 1. 대학충성도의 정의 ·········································································· 71
• 2. 대학충성도의 구성요인 ·································································· 73
• 3. 대학충성도에 관한 선행연구 ························································ 75
• 제3장 연구설계 ·························································································· 78
• 제1절 연구의 개념적 모형 ····································································· 78
• 제2절 연구가설 설정 ··············································································· 79
• 제3절 변수의 조작적 정의와 설문지 구성 ········································· 87
• 1. 변수의 조작적 정의 ········································································ 87
• 2. 설문의 구성 ······················································································ 89
• 제4절 조사 설계 및 자료의 분석방법 ················································· 90
• 1. 조사 설계 ·························································································· 90
• 2. 자료의 분석방법 ·············································································· 90
• 제4장 실증분석 ·························································································· 92
• 제1절 표본대상의 일반적 특성 ····························································· 92
• 1. 응답자의 일반특성 ·········································································· 92
• 2. 측정항목에 대한 기술통계분석 ···················································· 93
• 제2절 신뢰도와 타당도 분석 ································································· 94
• 1. 측정항목의 신뢰도분석과 타당도분석 ········································ 94
• 2. 상관관계분석 ···················································································· 99
• 제3절 연구가설검증 ··············································································· 100
• 제5장 결론 ································································································ 104
• 제1절 연구요약 및 연구시사점 ··························································· 104
• 1. 연구 요약 ························································································ 104
• 2. 연구결과 시사점 ············································································ 105
• 제2절 연구의 한계 및 향후 연구방향 ··············································· 107
• 참고문헌 ····································································································· 109
• 1. 국내문헌 ·························································································· 109
• 2. 외국문헌 ·························································································· 123
• 부록: 설문지 ····························································································· 133
• 1. 한국 설문지 ···················································································· 133
• 2. 중국 설문지 ···················································································· 138
• Abstract ······································································································ 143

참고문헌 (Reference)

1. 학습자의 학습양식에 따른 선호 교수유형 분석, 유정아, 한국교원 교육연구, Vol.28, No.2, pp.51-72, , 2011

2. , 대학기숙사의 시설현황 및 만족에 관한 조사연구, 정훈, 한국 교육시설학회지, Vol.12, No.5, pp.5-12, , 2005

3. 수업실천사례를 통한 참여식 수업전략의 의미탐색, 정진, 학습자 중심교과교육연구, Vol.15, pp.21-49, , 2015

4. 대학생의 해외 교환학생 프로그램 참여 효과에 대한 종단 분석, 이희영 , 전재은 , 변수용, 한국교육학연구, Vol.23, No.2, , 2017

5. `대학생들의 교수신뢰와 학습동기 및 대학 생활적 응과의 관계', 박용한, 정은이 , `대학생들의 교수신뢰와 학습동기 및 대학 생활적 응과의 관계' 아시아교육연구, Vol.9, No.1, pp.79-93, , 2008

6. 경북지역 대학교 기숙사 급식소의 고객만족과 충성도와의 관계, 이경아 , 류은순, 박소영 , 한국식품영양과학회지, Vol.46, No2, pp.259-266, , 2017

7. 소규모 공간에 적합한 가구 디지인 연구-중국 대학교 기숙 사 중심으로, 가천대학교, 위기, 석사학위논문, , 2013

8. 강의평가 결과공개가 강의개선에 미친 영향에 관한 연구 D 대학 강의평가 사례를 중심으로, 정민호, 하오선, 열린교육연구, Vol.21, No.4, pp.299-319, , 2013

9. 미용전공 대학생의 전공만족, 진로탐색효능감이 진로 탐색 행동에 미치는 영향, 호남대학교, 구미선, 석사학위논문, , 2014

10. 교육서비스품질, 학생만족 및 학교충성도 간 관계 연구: 관 광관련학과 특수대학원생을 중심으로, 정유라 , 차석빈, 관광연구, Vol.23, No.2, pp.139-155, , 2008

11. 초등학생의 인지한 담임여교사 이미지와 체육수업태도 및 학교 생활만족의 관계, 경인교육대학교, 하주은, 석사학위논문, , 2021

12. 교육서비스 품질의 인과관계에 관한 연구-중국 하남성 중학교 교사 및 학생들을 대상으로, 경기대학교, 이권, 석사학위논문, , 2017

13. 대학교 행정지원서비스가 중국 유학생 교육만족과 문화적응에 미치 는 영향: A대학교 사례를 중심으로, 동국대학교, 관려, 석사학위논문, , 2013

14. 대학 재학중 취업 및 진로개발 서비스 참여경 험이 대졸자의 취업에 미치는 영향: 취업여부, 고용형태, 일자리 만족을 중심으로, 박용호 , 노경란 , 허선주, 교육학연구, Vol.49, No.1, pp.63-92, , 2011