교육서비스품질, 고객만족, 기관성과, 사회성과의 구조적 관계분석: A 공공기관을 중심으로

The purpose of this study was to examine relationship between educational service quality and performance by analyzing effects of 4 dimensions of educational service quality, that are content quality, transfer quality, environmental quality, and social quality, on organizational and social performance of public sector educational institute, and verifying whether the customer sattisfaction mediates the effects. For the purpose to fulfill, the Public-Service-Customer-Satisfaction Survey developed by the Korean government in 2013 was used. The survey was a structured questionnaire with 7-point scale and was conducted in the form of one-to-one interview to 470 subjects from a public sevice institute. The data were analyzed with SPSS 17.0 and AMOS 20.0. Based one the analysis, it was found that the customer satisfaction was positively influenced by the educational service quality such as content quality, facilities quality and social quality, and the institutional and soccial performances were affected indirectively by the educational service quality. The influence of the social quality was the biggist among 4 educational service qualities in all the paths. However, the transfer quality did not have any direct or indirect effect on customer satistfaction and institutional/social performance. With these results, it was concluded that the transfer quality was the most considerable element in order to improve public sector education and social quality is also necessary condition to enhance the public sector educational system. The study also suggested that an evaluation model needs to be developed to measure the educational service quaulty of the public sector education and training system by considering the distinct characteristics of the system.