교육서비스품질이 진로결정 자기효능감에 미치는 영향에 관한 연구

Abstract

The purpose of this study is to examine empirically the relationship between the quality of college education services, customer satisfaction, career barriers and self-efficacy, and whether satisfaction formed from education services offset the perceived obstacles. For the purpose of this study, the research conducted structured surveys focusing on colleges students and utilized usable 418 responses for the final analysis. Hypothesis tests done by SPSS ver.18 and Smart PLS2 show that only welfare and human factors positively affect customer satisfaction among quality factors of education services, and this customer satisfaction have a positive effect on students' self-efficacy. It was also found that the perceived barrier of career has a negative effect on students' self-efficacy, which, contrary to the study's expectations, did not significantly affect the students' barrier of career. This study is meaningful in that it has provided practical implications for university by informing them of what factors of education service quality satisfies students and how they can further enhance student’s self-efficacy, and analyzing the structural relationship between education service quality and self-efficacy.