사회서비스 질이 관계성과에 미치는 영향과 서비스 가치의 매개효과 검증: 제공자 직무만족의 조절효과

This study verifies the mediating effect of service value on the effect of social service quality on relationship performance. and it is to analyzed whether there is a moderating effect on each path according to provider's job satisfaction level. Identifying the influence factors of relationship performance will be a source of data for development of social service policies and stable operation of providers. The study subjects were 416 social service users and 416 providers who matched 1: 1. They are users and providers of elderly long-term care service, elderly care service, activity assistance service for the disabled. One pair of users and providers were surveyed at the same time. The perceived social service quality, service value, and relationship performance were measured by the user. Job satisfaction perceived by the provider was measured by the provider. For verification of this study model, the causal relationship was analyzed using structural equation model(SEM). Additionally a multi-group analysis was conducted to compare the causal relationship according to provider's job satisfaction level(High levels/low levels). The results of the analysis are as follows. First, Social service quality was found to have a direct impact on social service relationship performance. Second, social service value mediates between service quality and relationship performance. Social service quality directly and directly influenced relationship performance by the mediating role of service value. In addition, as a result of further analysis in order to explore the moderating effect of provider's job satisfaction level in the structural model that affects service quality and relationship performance through the service value, it was found that there was a difference according to provider's job satisfaction level. That is group who perceived high levels of job satisfaction as perceived by provider were more likely to perceive the effect size of the path from service quality to relationship performance as compared to the low group. The implications for policies and practical measures to improve the relationship performance of user-centered social services are as follows. This study found that service value and provider's job satisfaction are the major factors in social service relationship performance management. For service performance, provider's job satisfaction and service value should be considered along with service quality. The fact that service value acts as a mediator between social service quality and relationship performance suggests that service value is more important than service quality focus. In order to deal with provider's job satisfaction level, social service policy requires better improvement of labor conditions such as employment security and workplace safety. It is also necessary to encourage the active development and use of programs such as psychological counseling and education. From an organization's point of view, it is necessary to manage human resources such as considering the provider as the main internal user and providing fair compensation for the job.