특수교육지원센터 서비스 질과 서비스 만족관계 (Analysis of the Quality of Service and Satisfaction Factors of Service in Special Education Support Centers)

서지정보

· 발행기관 : 한국지체·중복·건강장애교육학회
· 수록지 정보 : 지체.중복.건강장애연구 / 55권 / 4호 / 87 ~ 104페이지
· 저자명 : 최세민

초록

본 연구는 특수교육지원센터에서 제공되는 서비스 질과 서비스 만족에 대하여 알아본 것이다. 연구 대상은 전국 특수교육지원센터를 이용하는 장애아동 부모 180명 이었다. 이들을 대상으로 설문을 통하여 서비스 질, 서비스 접점, 서비스 만족도의 관계에 대해 살펴보았다. 이와 같은 절차와 방법을 통하여 나타난 결과를 요약 정리하면 다음과 같다.
먼저, 특수교육지원센터를 이용하는 부모의 경우 인구통계학적 특성에 따라 서비스 질, 서비스 접점, 서비스 만족의 차이가 있는 것으로 나타났다. 즉 연령대, 자녀의 장애유형에 따라 차이가 있었고, 월평균 이용횟수에 따라서도 차이가 있었다. 또한, 센터 소재지별 분석에서는 서비스 접점의 경우 농·어촌이 광역시나 중소도시보다 높게 나타났고, 만족도에서는 광역시가 중소도시보다 높게 나타났다. 그리고 특수교육지원센터를 이용하는데 걸리는 시간이 짧을수록 만족도가 높게 나타났다. 다음으로, 요인간 상관관계를 분석한 결과 서비스 질, 서비스 접점, 서비스 만족도 간에 유의미한 양의 상관관계를 보였다. 한편, 서비스 질과 서비스 접점이 서비스 만족도에 유의미한 영향을 미치는지 구조방정식 모형을 통해 검증한 결과 서비스 질과 서비스 접점이 높을수록 서비스 만족도가 높은 것으로 나타났다.

영어초록

The purpose of this study was to examine the quality of service provided by special education support centers and satisfaction with the service. The subjects in this study were 180 people were the users of the special education support centers, they are parents of disabled children. A survey and in-depth interviews were conducted to find out the quality of service, and service satisfaction. The findings of the study were as follows:There were differences among the respondents in awareness of the quality of service, moments of truth and service satisfaction according to their demographic characteristics. As a result of analyzing the collected data by age, those who were in their 30s gave higher marks than the respondents who were in their 40s and 50s. By the type of disability, those who had speech disorders and the other types of disabilities gave higher marks than the respondents who had mental retardation and emotional disturbance. By monthly mean frequency of using the centers, the respondents who used the centers more often gave higher marks. One noteworthy finding was that those who used the centers twice a month gave lower marks. By the location of the centers, the rural centers were found to be better in terms of moments of truth than the centers that were located in the metropolitan, mid-sized and small cities. The centers that were located in the metropolitan cities were found to be more satisfactory than the centers located in the mid-sized and small cities. Concerning commuting time, the respondents gave higher marks to the centers which it took 10 minutes or less to get to than the centers which it took one hour or less and one hour or more. As a result of making a correlation analysis of the factors, there was a relatively close significant positive correlation among the quality of service, moments of truth and service satisfaction. When structural equation modeling was utilized to see whether the quality of service and moments of truth would have any significant impact on service satisfaction, the two factors were found to exert a very significant influence, and it's ascertained that better quality of service and better moments of truth led to higher service satisfaction.

참고자료

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