The Journal of the Convergence on Culture Technology (문화기술의 융합)

The International Promotion Agency of Culture Technology (국제문화기술진흥원)
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A Study on the Satisfaction of Service Users on Service Sustainability - Focused on community service investment business -

사회서비스 이용자의 서비스 지속성에 미치는 만족도 연구 -지역사회서비스투자사업을 중심으로-

  • 장춘옥 (늘봄사회서비스상담센터)
  • Received : 2019.02.22
  • Accepted : 2019.04.26
  • Published : 2019.05.31
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Abstract

Service user satisfaction in the community service is also an important factor that leads to the improvement of the quality of the social service and the self - reliance of the service provider. The purpose of this paper is to examine the satisfaction factors affecting service continuity intentions in community service users, and provide direction and demand forecast information to improve user satisfaction and service satisfaction. In this study, the reliability test was conducted to check the reliability of each measurement tool and descriptive statistics and frequency analysis were conducted to identify the general characteristics of the study subjects. Logistic regression analysis was conducted to determine the effect of user satisfaction factors on service continuity. As a result of this study, it was confirmed that service user satisfaction in the community service is an important factor for improving the quality of social services and for the independence of service providers.

지역사회서비스에서 서비스 이용자 만족도는 사회서비스의 품질 향상과 서비스 제공 기관의 자립을 유도하는 중요한 요인으로 작용하고 있다. 논 논문의 목적은 지역사회서비스 이용자를 중심으로 서비스 지속 의향에 영향을 미치는 만족도 요인을 살펴보고 기관에서는 이용자 중심가치 실현과 서비스 만족도를 높이기 위한 방향 제시 및 수요예측에 대한 정보 자료를 제공하고 한다. 본 연구에서는 각 측정도구의 신뢰도를 파악하기 위해 신뢰도 검사를 실시하고, 연구 대상자의 일반 특성을 파악하기 위해 기술통계와 빈도분석을 실시하였고, 이용자 만족도 요인이 서비스 지속성에 미치는 영향을 알기 위해 로지스틱회귀 분석을 실시하였다. 본 연구의 결과로 지역사회서비스에서 서비스 이용자 만족도는 사회서비스의 품질 향상과 서비스 제공 기관의 자립을 유도하는 중요한 요인으로 작용하고 있는 것을 확인하였다.

Keywords

표 1. 분석대상자의 일반적 특성 Table 1. General characteristics of the subject

GJMGCK_2019_v5n2_257_t0001.png 이미지

표 2. 분석대상자의 일반적특성에 따른 서비스 지속 의향 차이 Table 2. Differences in intention to continue service according to general characteristics of analysis subject

GJMGCK_2019_v5n2_257_t0002.png 이미지

표 3. 서비스 지속성과 만족도 영향요인 Table 3. Factors Affecting Service Durability and Satisfaction

GJMGCK_2019_v5n2_257_t0003.png 이미지

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