기업의 교육서비스 품질이 구성원 만족과 경영성과에 미치는 영향에 관한 연구

Abstract

The purpose of the study has examined the relationship between satisfaction of members and management performance by defining quality factors of company's educational service as tangibility, reliability, assurance, responsiveness and empathy. Samples of the study were collected from domestic service companies, while analyzing methods used in the study include Frequency Analysis, Factor Analysis, Reliability Analysis, Correlation Analysis and Regression Analysis. As a result of the study, 12hypotheses out of a total of 22 hypotheses were selected. First of all, it was observed that tangibility, reliability, assurance and empathy among quality factors of educational service are positively related to satisfaction of all members. Secondly, it was found that satisfaction of members is positively related to productivity of management performance and improvement of job performance ability. Thirdly, assurance and empathy among quality factors of educational service are positively related to improvement of productivity, while empathy is positively related to improvement of job performance ability. Finally, assurance and empathy among quality factors of educational service play a role as a medium in improving productivity, while empathy plays a role as a medium in improving job performance ability.