Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on Quality Dimension and Improvement Priority for Enhancing University Educational Service Satisfaction

대학 교육서비스 만족도 향상을 위한 품질차원 및 개선우선순위 도출

  • Chang, Youngsoon (Department of Business Administration, Myongji University) ;
  • Jung, Dajung (Institute for University Development, Myongji University) ;
  • Kim, Donyun (Institute for University Development, Myongji University)
  • 장영순 (명지대학교 경영학과) ;
  • 정다정 (명지대학교 대학발전연구소) ;
  • 김도년 (명지대학교 대학발전연구소)
  • Received : 2016.12.27
  • Accepted : 2017.02.08
  • Published : 2017.03.31
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Abstract

Purpose: This study is on the priority for improving students satisfaction in university educational service. It explores the dimension of service quality and analyzes the relationship among quality elements, service satisfaction, and loyalty. Methods: This paper performs empirical studies by questionnaire survey. The Timko model is used for finding the degree of possible improvement of quality elements, and structural equation and regression models are used to analyze the effect of them on service satisfaction and loyalty. Also, explanatory factor analysis is used to investigate the quality determinants. Results: The quality dimension is composed of curriculum, employment support, interaction with outsiders, start-up support, learning support, counselling, and administration service. Curriculum, learning support, and administration service are positively correlated with service satisfaction, and service satisfaction has a positive effect on loyalty. Counselling service is an attractive element, and curriculum, start-up support, and learning support are indifferent elements. Conclusion: Comprehensive analysis shows that curriculum, academic advisor, and administration service have high priorities for improving educational service satisfaction.

Keywords

References

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