4차 산업혁명에 기반한 (ICT)측정도구 개발 : ICT교육기관을 중심으로

This purpose of this study was focused on the ICT education service industry, developed a scale to measure the quality of ICT education service, and presented a plan to improve the quality of ICT education service after confirming the characteristics of ICT education service that need to be improved in order to increase customer satisfaction. For this, after deriving questionnaire items in the 'generate sample of items' method through literature study, expert interviews, and FGI analysis, 6 key factors of ICT education service quality and 30 measurement items were specified. A survey was conducted on students of ICT education institutions with the derived factors and questions to analyze their effectiveness through statistical verification of the relevant measurement questions. As a result, Type, reliability, responsiveness, certainty, empathy, and up-to-date information were confirmed as key factors for ICT educational service quality. To measure these, a measurement tool consisting of a total of 24 items was finally developed. By using the ICT education service quality customized measurement tool built in this study, it will be possible to create improved ICT education service quality if customized education methods and quality management are differentiated according to ICT education consumers. In addition, if the factors and measurement tools developed in this study are efficiently used in the ICT education field, practical insights will be obtained for the use and plans of promotions suitable for ICT education service institutions while ensuring internal stability of education in the field.