• 제목/요약/키워드: statistical validity test

검색결과 278건 처리시간 0.033초

치과기공사의 직무만족도와 삶의 질의 관련성 (The Relationship of Job Satisfaction and Quality of Life on the Dental Technicians)

  • 권은자;한민수
    • 대한치과기공학회지
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    • 제34권3호
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    • pp.249-261
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    • 2012
  • Purpose: This study was carried out in order to examine the relationship of job satisfaction and quality of life on the dental technicians and to analyze its influence. Methods: A self-reported questionnaire survey was carried out by having convenience sampling as 220 dental technicians who work in Seoul Metropolis, Gyeonggi-do Province, Daejeon and Chungnam Province from March 12, 2012 to April 13. A research tool was used questionnaire that was proved reliability and validity. It was prepared with totally 50 questions such as 12 items for subjects' general characteristics, 18 items for job satisfaction measurement, and 20 items for life quality measurement. An analysis of the collected data was computationally processed by using SPSS Win 17.0 program. An analytical technique was made by using statistical techniques such as frequency & percentage, T-test or One-way ANOVA analysis. The following are the analytical results of the collected materials. Results: As a result of analyzing research subjects' job satisfaction level, there was significant difference(P<0.05) in items of religion, hobby life, working environment, and rest time out of daily work. The whole mean in job satisfaction was indicated to be relatively high with 3.13. However, job satisfaction with social recognition, salary, and safety was indicated lowly. As a result of analyzing research subjects' life quality level, there was significant difference(P<0.05) in items of religion, hobby life, working environment, and rest time out of daily work. The whole mean in quality of life was indicated to be relatively high with 3.10. However, the satisfaction was indicated lowly in the whole life quality and the life environment sphere. As a result of analyzing correlation between job satisfaction and life quality, all variables were indicated to be positive correlation in high significance level, thereby having been indicated that the higher job satisfaction leads to the higher life quality. Conclusion: As a result of research, the dental technicians' job satisfaction was indicated to have high correlation with quality of life. An effort is judged to be necessary for establishing fair compensation system, improving welfare policy and enhancing social recognition and position in order to promote dental technicians' quality of life.

도시 환경조형물 심의기준과 평가모형 (Review Criteria and Evaluation Framework for Environmental Builtforms in urban space)

  • 윤기환;김진선
    • 디자인학연구
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    • 제19권2호
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    • pp.109-120
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    • 2006
  • 환경조형물은 공공미술의 한 분야로서 단순히 건축물의 미관 장식해 주는 역할뿐만 아니라 도시민에게 심리적으로 안정감을 주고 도시 환경과의 친밀감과 상징적인 장소로서의 랜드마크적 기능을 지니고 있기에 독창적인 조형물로서 사회 문화적 가치를 지닌다고 볼 수 있다. 본 연구는 정책적으로 법적 구속력이 있는 건축물 미술장식제도의 환경조형물을 대상으로 도시환경의 질적 수준을 향상시킬 수 있는 자치단체의 평가 및 심의방법 및 평가모형을 제시하는데 그 목적이 있다. 환경조형물의 가치는 단편적인 유행관점과 의무사항의 통과절차로 인식되는 한 도시환경조성은 염원하다고 볼 수 있다. 따라서 공공성 차원의 전문가적 안목으로 평가시스템을 설정하고 제시하는 것이 중요하다고 볼 수 있다. 본 연구에서는 환경조형물 현행제도 및 심의기준을 고찰하여 이론적 연구모형을 수립하고 전문가 집단의 통계적 평가모형의 틀을 도출하고자 한다. 설문구성은 이론적 연구모형으로 설계된 설문을 타당성과 신뢰도를 검증하였으며 가설에 대한 예측이 검증 될 수 있는지에 대한 파일럿테스트 분석하였다. 2차 수집된 본 설문지는 SPSSWIN 11 프로그램을 사용하여 탐색적 요인분석, 확인적 요인분석 등의 통계적 분석의 검증과정을 통해 추출된 평가모형을 제시하고자 한다.

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국내 재벌 계열사들의 연구개발비에 대한 재무적 산업효과 분석 (Industry Analyses on the Research & Development Expenditures for Korean Chaebol Firms)

  • 김한준
    • 한국산학기술학회논문지
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    • 제20권6호
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    • pp.379-389
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    • 2019
  • 본 연구 논문의 주제는 국제금융위기와 관련한 전이효과를 고려하여 설정된 표본기간 (즉, 국제금융위기 이후 6년간) 동안, 국내 자본시장에서의 재벌소속 계열사들의 연구개발비 비중에 대한 재무적 결정요인들 분석에 관한 분석이다. 이와 관련하여, 연구의 실증분석 시행을 위하여 국내 유가증권시장에 상장된 재벌그룹 소속 계열사들을 표본자료로 선정하였으며, 상대적으로 다양한 계량경제 모형들을 활용하여 연구결과의 신뢰도 제고를 추진하였다. 첫 번째 가설 검정 결과와 관련, 국내 재벌기업들로 구성된 표본기업들의 연구개발비 비중에 산업간 효과가 통계적으로 유의하게 검정되었으며, 이와 관련된 심화 연구에서 동 유의성은 국내 산업들 중, 소수의 고성장 산업들에게만 존재함이 판명되었다. 두 번째 가설 검정에서는 표본산업들을 고기술 군(그룹)과 저기술 군(그룹)으로 양분화하여, 전자의 경우 모형에 사용된 전체 설명변수들 중 전년도의 연구개발비 비중, 기업규모 그리고 현금유동성의 변화 등의 설명변수들이 재벌기업들과 비재벌기업들 간의 재무적 측면에서 차이점을 나타내는 결정요인으로서 판명되었다. 반면에 저기술 군에 대한 분석 결과, 상기 2가지 변수 (즉, 전년도 기준 연구개발비 비중과 기업규모) 이외에도 총자산 대비 유형자산의 비율이 양 비교 기업군들 간에 재무적 차별성을 나타내는 유의 변수들로서 판명되었다.

자체점검 도구 개발을 위한 지적사항 및 임상연구의 품질에 작용하는 요인 분석 (Analysis of Indicated Points and Main Factors Affecting the Quality of Clinical Research for the Development of Internal Audit Tools)

  • 장혜윤;장정희;이윤진
    • 대한기관윤리심의기구협의회지
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    • 제5권1호
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    • pp.14-20
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    • 2023
  • Purpose: To obtain fundamental data on selection tools for an internal audit and develop a new guideline. We scored the indicated points from the internal audit, identified the research progress and problems that occurred, and confirmed the validity of the risk factors involved. Methods: Of the 63 internal audits conducted by Keimyung University Dongsan Hospital from 2014 to 2021, we analyzed 55 clinical trials with an inspection checklist. We excluded 8 that failed to transfer data and refused to comply with the internal audit. The statistical summary of the collected data was verified and interpreted by using frequency analysis and a chi-square test. Result: Of total 55 cases included in the internal audit, sponsor-initiated trial (SIT) was 63.6% (vs. investigator-initiated trial [IIT]), clinical trial for investigational drug was 71.0% (vs. nonclinical or clinical trial for investigational device), domestic multicenter trial was 60.0% (vs. single center or multinational multicenter trial), and trial requisition for MFDS approval was 69.1% (vs. exception for MFDS approval). The 10 areas of the clinical trial inspection checklist (reports, protection of subjects, compliance with protocols, records, management of investigational drug and/or device, delegation of duties, qualification of investigators, management of specimen, contract-agreement and approval of protocols, and preservation of recorded documents) were weighted between 2 to 5 points. The average of the total points was 16.09±13.2 and 20 clinical trials were above the average. As a result of comparing the average of the total points weighted by year, the highest score was in 2020. The 4 factors that play significant roles in determining the internal quality were (1) principal subjects that initiated the clinical trials (p=0.049), (2) type (p=0.003), (3) phase of clinical trials (p=0.024), and (4) number of registered subjects reported at the time of continuing deliberation (p=0.019). Of the 10 areas of the clinical trial inspection checklist, 'record' was the most inappropriate and insufficient. We found more indicated points; the quality of performance declined in IIT, nonclinical trials, and other clinical trials that were not in phase I1-IV4, and the study of more than 30 registered subjects at the time of continuing review. Conclusion: If an institution has an internal audit selection tool that reflects the aforementioned risk factors, it will be possible to effectively manage high-risk studies; thereby, contributing to an efficient internal audit and improving the quality of clinical trials.

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사물인터넷(IoT) 기술특성이 SCM 기대성과 및 도입의도에 미치는 영향에 관한 연구: 중국 물류공급망 및 유통업체를 대상으로 (The Influence of IoT Technological Characteristics on Expected Achievement and Adoption Intention of SCM: On the Perspectives of Chinese Physical Supply Chain and Distribution Industry)

  • 상맹;신용호;이철우;문준호
    • 경영정보학연구
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    • 제19권3호
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    • pp.1-21
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    • 2017
  • IoT 기술 도입특성들 중 어떠한 요인들이 기업의 기대성과에 영향을 미치는지를 파악하고자 하는 것이며, 아울러 IoT 신기술 도입을 검토하고자 하는 기업들이 고려해야 할 사전 요인들을 제시해 보고자 한다. 데이타 분석을 위해 국내․외 IoT(사물인터넷) 관련 데이타, 출판물 및 웹사이트 그리고 각종 연구기관 분석데이타와 보고자료를 기반으로 이론적 배경을 정리하였으며, 추가로 선행연구를 참조하여 UTAUT 관련 이론적 배경을 요약하였다. 데이터 분석을 위해 SPSS 22.0과 구조방정식모델 분석을 위해서 smart PLS 2.0 통계프로그램을 사용하였다. 기술통계분석은 신뢰성분석, 타당성분석 및 구조방정식 모델 분석과 연구가설을 검증하였다. 측정모형에 대한 분석을 통해서 내적신뢰성과 집중타당성 및 판별타당성이 충족됨을 확인하였으며, IoT 기술특성과 기대성과 간 관계, 기대성과와 도입의도 간 관계에 대한 가설 검증결과 모두 채택되었다. 따라서 IoT 기술특성은 기대성과에 긍정적 영향을 미치며 기대성과는 IoT 도입의도에 긍정적 효과를 미치는 것을 확인하였다. 본 연구는 IoT 기술특성과 기대성과요인이 도입의도에 미치는 영향에 관한 인과관계를 규명함으로써 IoT를 성공적으로 도입할 수 있는 지침을 제시함고 동시에 IoT를 도입하고자 기업들에게 사전 고려해야 할 요인들(공급사슬 유연성, 운영비용 절감, 자산활용 최적화 및 신규수익 창출)을 제시할 수 있는 연구기반을 조성하였다.

모자건강관리를 위한 위험요인별 감별평점분류기준 개발에 관한 연구 (A Study on the Risk Factors for Maternal and Child Health Care Program with Emphasis on Developing the Risk Score System)

  • 이광옥
    • 대한간호학회지
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    • 제13권1호
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    • pp.7-21
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    • 1983
  • For the flexible and rational distribution of limited existing health resources based on measurements of individual risk, the socalled Risk Approach is being proposed by the World Health Organization as a managerial tool in maternal and child health care program. This approach, in principle, puts us under the necessity of developing a technique by which we will be able to measure the degree of risk or to discriminate the future outcomes of pregnancy on the basis of prior information obtainable at prenatal care delivery settings. Numerous recent studies have focussed on the identification of relevant risk factors as the Prior infer mation and on defining the adverse outcomes of pregnancy to be dicriminated, and also have tried on how to develope scoring system of risk factors for the quantitative assessment of the factors as the determinant of pregnancy outcomes. Once the scoring system is established the technique of classifying the patients into with normal and with adverse outcomes will be easily de veloped. The scoring system should be developed to meet the following four basic requirements. 1) Easy to construct 2) Easy to use 3) To be theoretically sound 4) To be valid In searching for a feasible methodology which will meet these requirements, the author has attempted to apply the“Likelihood Method”, one of the well known principles in statistical analysis, to develop such scoring system according to the process as follows. Step 1. Classify the patients into four groups: Group $A_1$: With adverse outcomes on fetal (neonatal) side only. Group $A_2$: With adverse outcomes on maternal side only. Group $A_3$: With adverse outcome on both maternal and fetal (neonatal) sides. Group B: With normal outcomes. Step 2. Construct the marginal tabulation on the distribution of risk factors for each group. Step 3. For the calculation of risk score, take logarithmic transformation of relative proport-ions of the distribution and round them off to integers. Step 4. Test the validity of the score chart. h total of 2, 282 maternity records registered during the period of January 1, 1982-December 31, 1982 at Ewha Womans University Hospital were used for this study and the“Questionnaire for Maternity Record for Prenatal and Intrapartum High Risk Screening”developed by the Korean Institute for Population and Health was used to rearrange the information on the records into an easy analytic form. The findings of the study are summarized as follows. 1) The risk score chart constructed on the basis of“Likelihood Method”ispresented in Table 4 in the main text. 2) From the analysis of the risk score chart it was observed that a total of 24 risk factors could be identified as having significant predicting power for the discrimination of pregnancy outcomes into four groups as defined above. They are: (1) age (2) marital status (3) age at first pregnancy (4) medical insurance (5) number of pregnancies (6) history of Cesarean sections (7). number of living child (8) history of premature infants (9) history of over weighted new born (10) history of congenital anomalies (11) history of multiple pregnancies (12) history of abnormal presentation (13) history of obstetric abnormalities (14) past illness (15) hemoglobin level (16) blood pressure (17) heart status (18) general appearance (19) edema status (20) result of abdominal examination (21) cervix status (22) pelvis status (23) chief complaints (24) Reasons for examination 3) The validity of the score chart turned out to be as follows: a) Sensitivity: Group $A_1$: 0.75 Group $A_2$: 0.78 Group $A_3$: 0.92 All combined : 0.85 b) Specificity : 0.68 4) The diagnosabilities of the“score chart”for a set of hypothetical prevalence of adverse outcomes were calculated as follows (the sensitivity“for all combined”was used). Hypothetidal Prevalence : 5% 10% 20% 30% 40% 50% 60% Diagnosability : 12% 23% 40% 53% 64% 75% 80%.

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한국어판 사회적 의사소통 설문지 타당화 연구 (A Validation Study of the Korean Version of Social Communication Questionnaire)

  • 김주현;선우현정;박수빈;노동현;정연경;조인희;조수철;김붕년;신민섭;김재원;박태원;손정우;정운선;유희정
    • Journal of the Korean Academy of Child and Adolescent Psychiatry
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    • 제26권3호
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    • pp.197-208
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    • 2015
  • Objectives : The purposes of this study were to examine the reliability and validity of the Korean version of Social Communication Questionnaire (K-SCQ) and to determine cut-off scores for diagnosis of autism spectrum disorder (ASD). Methods : A total of 166 subjects with ASD and their 186 unaffected siblings were recruited through child psychiatry clinics of university hospitals. Board certified child psychiatrists screened all probands suspected to have ASD based on the Diagnostic and Statistical Manual of Mental Disorders, fourth edition. To confirm the diagnoses, the Korean versions of the Autism Diagnostic Observation Schedule and the Autism Diagnostic Interview-Revised (K-ADI-R) were administered to all the subjects. All parents completed the K-SCQ and Social Responsiveness Scale (SRS). The non-ASD siblings were evaluated with the same instruments as the probands with ASD. We performed a factor analysis to examine the structure of K-SCQ. For testing the validity of K-SCQ, we compared the difference in Lifetime and Current scores of probands with ASD and their non-ASD siblings using t-test and analysis of covariance. Correlations between the K-SCQ and other measurements of ASD symptomatology, including K-ADI-R totals and domain scores and SRS, were examined. Receiver operation characteristic curve analysis was performed to extract cutoff scores discriminating affection status. Results : Four factors were extracted through factor analysis of K-SCQ ; 1) social relation and play, 2) stereotyped behavior, 3) social behavior, and 4) abnormal language. Cronbach's internal consistency was .95 in K-SCQ Lifetime, and .93 in K-SCQ Current. There were significant differences in total score of K-SCQ, both in Lifetime and Current between the ASD group and non-ASD siblings group (p<.05). K-SCQ scores were significantly correlated with K-ADI-R subdomain scores and SRS total scores (p<.05). The best-estimate cut-off scores of K-SCQ for diagnosis of ASD were 12 for 48 months and over, and 10 for below 47 months. Conclusion : Our findings suggest that the K-SCQ is a reliable and valid instrument for screening autistic symptoms in the Korean population. Lower cut-off scores than the original English version might be considered when using it as a screening instrument of ASD.

보건소의 환경, 조직구조와 조직유효성과의 관계 (A Study on Relationships Between Environment, Organizational Structure, and Organizational Effectiveness of Public Health Centers in Korea)

  • 윤순녕
    • 지역사회간호학회지
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    • 제6권1호
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    • pp.5-33
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    • 1995
  • The objective of the study are two-fold: one is to explore the relationship between environment, organizational structure, and organizational effectiveness of public health centers in Korea, and the other is to examine the validity of contingency theory for improving the organizational structure of public health care agencies, with special emphasis on public health nursing administration. Accordingly, the conceptual model of the study consisted of three different concepts: environment, organizational structure, and organizational effectiveness, which were built up from the contingency theory. Data were collected during the period from 1st of May through 30th of June, 1990. From the total of 249 health centers in the country, one hundred and five centers were sampled non proportionally, according to the geopolitical distribution. Out of 105, 73 health centers responded to mailed questionnaire. The health centers were the unit of the study, and a various statistical analysis techniques were used: Reliability analysis(Cronbach's Alpha) for 4 measurement tools; Shapiro-Wilk statistic for normality test of measured scores of 6 variables: ANOVA, Pearson Correlaion analysis, regressional analysis, and canonical correlation analysis for the test of the relationships and differences between the variables. The results were. as follows : 1. No significant differences between forma lization, decision-making authority and environmental complexity were found(F=1.383, P=.24 ; F=.801, P=.37). 2. Negative relationships between formalization and decision-making authority for both urban and rural health centers were found(r=-.470, P=.002 ; r=-.348, P=.46). 3. No significant relationship between formalization and job satisfaction for both urban and rural health centers were found (r=-.242, P=.132, r=-.060, P=.739). 4. Significant positive relationship between decision - making authority and job satisfaction were found in urban health centers (r=.504, P=.0009), but no such relationship was observed in rural health centers. Regression coefficient between them was statistically significant($\beta=1.535$, P=.0002), and accuracy of regression line was accepted (W=.975, P= .420). 5. No significant relationships among formalization and family planning services, maternal health services, and tuberculosis control services for both urban and rural health centers were found. 6. Among decision-making authority and family planning services, maternal health services, and tuberculosis control services, significant positive relationship was found between de cision-making authority and family planning services(r=.286, P=.73). 7. A significant difference was found in maternal health services by the type of health centers (F=5.13, P=.026) but no difference was found in tuberculosis control services by the type of health centers, formalization, and decision-making authority. 8. A significant positive relationships were found between family planning services and maternal health services and tuberculosis control services, and between maternal health services and tuberculosis control services (r=-.499, P=.001 ; r=.457, P=.004 ; r=.495, P=.002) in case of urban health centers. In case of rural health centers, relationships between family planning services and tuberculosis control services, and between maternal health services and tuberculosis control services were statistically significant (r=.534, P=.002 ; r=.389, P=.027). No significant relationship was found between family planning and maternal health services. 9. A significant positive canonical correlation was found between the group of independent variables consisted of formalization and de cision-making authority and the group of dependent variables consisted of family planning services, maternal health services and tuberculosis control services(Rc=.455, P=.02). In case of urban health centers, no significant canonical correlation was found between them, but significant canoncial correlation was found in rural health centers(Rc=.578, P=.069), 10. Relationships between job satisfaction and health care productivity was not found significant. Through these results, the assumed relationship between environment and organizational structure was not supported in health centers. Therefore, the relationship between the organizational effectiveness and the congruence between environment and organizational structure that contingency theory proposes to exist was not able to be tested. However decision-making authority was found as an important variable of organizational structure affecting family planning services and job satisfaction in urban health centers. Thus it was suggested that decentralized decision making among health professionals would be a valuable strategy for improvement of organizational effectiveness in public health centers. It is also recommended that further studies to test contingency theory would use variability and uncertainty to define environment of public health centers instead of complexity.

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청소년 비행행동 측정도구 개발 (DEVELOPMENT OF SCALE FOR MEASURING DELINQUENT BEHAVIOR)

  • 김현실;김헌수
    • Journal of the Korean Academy of Child and Adolescent Psychiatry
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    • 제11권1호
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    • pp.79-90
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    • 2000
  • 연구 목적:본 연구는 요인분석을 통하여 한국 청소년의 비행행동 유형을 분류하고, 청소년 비행행동을 조기에 평가하기 위한 측정도구 개발을 위한 연구이다. 방 법:서울 및 지방의 소아·청소년 정신과 외래 방문청소년 4명, 소년원, 분류심사원의 재소청소년 4명과, 중 ${\cdot}$ 고교에 재학중인 학생청소년 4명, 총 12명을 대상으로 실시한 개인면담 내용과 관련문헌 고찰을 근거로 총 31개 문항으로 구성된 예비도구를 작성하였다. 다음 단계로 본 예비도구에 대한 신뢰도와 타당도를 검증하였는데 도구의 타당도 검증은 전문가집단에 의한 내용타당도와 요인분석을 통한 구성타당도를 검증하였으며, 신뢰도 검증은 검사-재검사 신뢰도, 내적 일관성 정도 및 각 문항과 요인과의 상관계수를 조사하였다. 이상의 검증과정을 통하여 31개 문항이 모두 청소년 비행행동 평가를 위한 최종 도구로 확정되었다. 마지막으로 실제 상황에서의 최종도구의 변별력 정도를 확인하기 위하여 학생청소년군과 비행청소년군총 2,177명을 대상으로 본 도구를 이용한 설문조사를 실시한 후 t 검정을 하였다. 결 과:1) 최종확정된 도구는 총 31개 문항 3개 요인으로 구성되어 있으며 이들 요인들의 총설명변량은 52.2%였다. 또한 31개 문항들은 모두 각 요인에 .40이상의 유의한 적재량을 보였다. 2) 3개요인 중 요인 I 은 반사회적 비행행동으로 명명하였고 총 17개문항으로 구성되어 있으며, 요인 II는 공격적 비행행동으로 총 8개문항, 그리고 요인 III은 정신병질적 비행행동으로 총 6개 문항으로 구성되어 있다. 3) 본 도구의 총 31개 문항의 신뢰도는 Cronbach Coefficient Alpha값이 .952였으며, 각 요인별 신뢰도 는 요인 Ⅰ이 .950, 요인 II가 .866, 그리고 요인 III이 .721이었다. 4) 본 도구의 변별력을 확인하기 위하여 학생청소년군과 비행청소년군을 대상으로 실시한 요인별 차이검정 결과 요인 Ⅰ, 요인 II, 요인 III 및 전체 문항 모두에서 학생청소년군과 비행청소년군간에 유의한 차이가 있었다. 결 론:1) 본 연구를 통해 개발된 도구를 다른 대상자에게 반복 적용하여 연구함으로써 계속적인 신뢰도와 타당도 검증이 필요하다. 2) 이상적인 도구평가기준은 신뢰도와 타당도 뿐만 아니라 단순성, 효율성, 객관성 등까지도 고려되어져야 한다는 관점에서 볼 때, 본 도구는 지속적인 수정 보완 작업이 필요하며 이 과정을 통하여 보다 완전한 도구가 될 수 있으리라 추론된다. 3) 본 도구를 적용하여 한국청소년의 비행행동 유형이 어떤 것인지를 파악하고 이와 관련된 치료적 접근, 비행가능 청소년에 대한 사전 평가 척도까지도 연구 개발할 수 있다고 본다.

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고객의 자기조절성향이 서비스 실패에 따른 부정적 감정과 고객반응에 미치는 영향 - 귀인과정에 따른 조정적 역할을 중심으로 - (Self-Regulatory Mode Effects on Emotion and Customer's Response in Failed Services - Focusing on the moderate effect of attribution processing -)

  • 성형석;한상린
    • Asia Marketing Journal
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    • 제12권2호
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    • pp.83-110
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    • 2010
  • 기업의 서비스 실패로 인해 부정적 경험을 겪은 고객은 무의식적으로 그 원인의 추론을 통해 실망이나 후회의 부정적 감정을 얻게 되는데 이때 고객의 자기조절성향에 따른 감정의 발생은 각기 달리 나타나며, 이때 형성된 부정적 감정들은 서로 다른 고객반응을 일으키게 된다. 이러한 부정적 반응은 기업의 이미지 및 브랜드 가치에도 적지 않은 영향을 미칠 뿐만 아니라 장기적으로는 기업 매출에도 부정적 영향을 미치며 서비스 회복 노력에 따른 추가적 비용도 발생하게 된다. 본 연구는 서비스 영역에서 서비스 실패에 따른 고객의 부정적 감정의 선행요인 및 그 결과변수인 고객반응에 초점을 두고 있다. 즉 서비스 실패 시 자기조절성향(평가지향성과 목표지향성)이 부정적 감정에 미치는 영향과 이때 귀인과정(내적귀인 vs 외적귀인)에 따른 고객의 부정적 감정(후회감과 실망감)의 차이를 살펴보았다. 그리고 이러한 부정적 감정들이 체념과 구전활동이라고 하는 고객 행동반응에 미치는 영향을 실증분석하였다. 분석결과, 자기조절성향에 따른 후회감의 차이는 목표 지향적 성향이 강한 고객보다는 평가지향적 성향이 강한 고객일수록 후회감이 더 크고 반대로 목표지향적 성향이 강한 고객은 실망감이 더 큰 것으로 나타났다. 고객의 부정적 감정들은 귀인과정의 조절적 역할(내적귀인-후회감, 외적귀인-실망감)에 따라 서로 다른 감정이 형성되는 것으로 나타났다. 그리고 후회감과 실망감은 소비자의 서비스 실패 후 행동반응에 상이한 영향을 미치는 것으로 나타났는데 본인의 의사결정에 따른 선택에 대해 후회감을 느낀 고객은 체념적 반응이 높게 나타났으며 반면에 실망감을 느낀 고객은 서비스 제공자나 제3자에 대한 구전행동이 높은 것으로 나타났다.

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