서비스 품질이 재이용의사에 미치는 영향 - 노인돌봄종합서비스를 중심으로 -
Effects of Service Quality on Intention to Reuse -Focusing on Integrated Elderly Care Service-
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참고문헌
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초록
본 연구는 노인돌봄종합서비스를 이용하고 있는 노인 207명을 대상으로 서비스 품질에 대한 지각이 기관신뢰와 서비스 만족을 매개하여 서비스 재이용의사에 미치는 영향을 분석하였다. 연구결과 기관신뢰, 서비스 만족은 재이용의사에 직접적인 영향을, 물리적 환경, 결과 품질은 간접적인 영향을, 상호작용품질은 직·간접적인 영향을 모두 미치는 것으로 나타났다. 한편, 재이용의사에 가장 큰 영향을 미치는 변수는 결과품질이었으며, 다음으로 서비스 만족, 상호작용품질, 기관신뢰, 물리적 환경 순이었다. 이러한 결과를 토대로 노인돌봄종합서비스를 이용하는 노인들의 재이용의사를 높이기 위해 품질관리를 통한 노인돌봄종합서비스의 질적 개선과 실천적 제언을 제시하였다.
Abstract
This study analyzed the effects of service quality perceptions on intention to reuse service through the mediation of institutional trust and service satisfaction with 207 senior citizens using elderly care service. The findings show that institutional trust and service satisfaction had direct effects on intention to reuse, that physical environments and outcome quality had indirect effects on it, and that interaction quality had both direct and indirect impacts on it. Outcome quality turned out to have the greatest influence on intention to reuse, being followed by service satisfaction, interaction quality, institutional trust, and physical environments in the order. Based on those findings, the study made proposals for the quality improvement and practice of elderly care service through quality control to increase the elderly's intention to reuse the service.
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