기업교육의 서비스품질과 경험품질이 조직충성도에 미치는 영향

Abstract

This research attempts to find the principal factors of educational program that company should develop or revise by analyzing the influences of quality attributes on satisfaction and loyalty of employees. Also, this paper was to provide the opportunity for company to reconsider the objective of education that it needs to pursue based on personal value and social identity of employees. This study measured the educational service quality based on the experience quality suggested by Lemke et al.(2011) and SERVQUAL provided by Parasuraman, Zeithaml & Berry(1988). This research evaluated the service personal value on educational service through SERPVAL of Lages & Fernandes(2005) and thereby it also measure the extent of educational satisfaction and organizational loyalty. This paper analyzed questionnaires with 280 employees that participated at an educational program provided by the company using SPSS 20.0 and Smart-PLS 2.0. This research is meaningful for the reasons below: First, it added experience quality, which is a subjective quality by expanding the existing research centered on SERVQUAL. Second, it expanded SERPVAL from the level of measurement items to the level of practical use in the academic domain. Lastly, it was an in-depth study on the factors that affect organizational loyalty by adding service personal value to the existing research on organizational performance and service quality.