Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Service Quality of Social Welfare Facilities on Facility Reuse: Focusing of Multi-Parallel Triple Mediation Effect of Facility Image, User Loyalty, and Facility Satisfaction

사회복지 이용시설의 서비스 질이 시설 재이용에 미치는 영향: 시설 이미지, 이용자 충성도, 시설만족도 병렬 삼중매개 효과분석

  • Yun, Il-Hyun (Dept., School of Social Work, Gwangju University)
  • Received : 2021.03.31
  • Accepted : 2021.05.20
  • Published : 2021.05.28
Download PDF
⟨ Previous Next ⟩

Abstract

This study studies the effect of social welfare service quality on facility reuse for users of social welfare facilities. The purpose of this study is to study the effect of the parallel triple mediation effect of facility image user loyalty and facility satisfaction. To this end 219 users of social welfare facilities were analyzed using SPSS 23.0 for Windows and Process macro. As a result, first the variables of service quality facility image user loyalty facility satisfaction and facility reuse all formed significant positive relationships. Second facility image user loyalty and facility satisfaction had multiple mediating effects. This study presented a new model using multivariate in response to social welfare facilities in pandemic situations.

본 연구는 사회복지 이용시설 이용자들을 대상으로 사회복지 서비스 질과 시설 재이용 간 관계에서 시설 이미지, 이용자 충성도, 시설만족도 병렬 삼중매개 효과의 영향을 연구하는 데 목적이 있다. 사회복지시설 이용자 219명을 대상으로 설문 조사를 하여 자료를 수집하였다. 분석을 위해 빈도분석, 상관분석, 신뢰도 분석, 병렬 삼중매개 효과 검증은 Bootstrapping을 적용하였다. SPSS 23.0 for Windows와 Process macro를 이용하였다. 즉, 본 연구는 process macro 프로그램을 사용하였기 때문에 경로 분석을 적용한 분석기법이다. 그 결과 첫째, 변인 간에는 모두 통계적으로 유의한 정적 관계를 형성하고 있었다. 둘째, 시설 이미지, 이용자 충성도, 시설만족도는 병렬 삼중매개 효과가 있었다. 본 연구는 팬데믹 상황에서 사회복지시설 대응방안에 다변량을 활용한 새로운 모델을 제시하였으며, 재난 상황에서 사회복지 이용자 중심의 대응 매뉴얼과 대처전략에 대한 정책적 함의를 제시하였다. 끝으로, 향후 다른 변수들을 확대한 병렬 삼중매개 효과 연구의 필요성과 제언을 하였다.

Keywords

References

  1. Ministry of Health and Welfare. (2020). Guidelines for responding to social welfare facilities in preparation for the COVID-19 epidemic.
  2. S. S. Choi & H. M. Kwon. (2021). Social Welfare Responses to COVID-19 in Practice Settings. Social Welfare Policy and Practice 7(1), 5-57. https://doi.org/10.37342/swpp.2021.7.1.5
  3. Y. S. Kim., J. B. Choi., S. H. Hwang., M. S. Kim & I. J. Seo. (2009). Reliability and Validity of the Korean Version of SERVPERF :A Validation Study. Korean Journal of Social Welfare, 61(2), 107-135 https://doi.org/10.20970/kasw.2009.61.2.005
  4. B. R. Hwang., J. Y. Lee., Y. J. Kim & E. M. Choi. (2015). The Mediating Effect of Hope on the Influence of the Quality of Self Support Service on Self Support Will. Social Welfare Policy, 42(1), 265-292. https://doi.org/10.15855/swp.2015.42.1.265
  5. M. J. Kim & J. I, Kim. (2013). Factors Affecting the Service Quality of Social Welfare Service Facilities: Focused on the Contracted-Out Social Welfare Centers. Korean Public Administration Quarterly, 25(1), 193-211.
  6. Hellier, P. K., Geursen, G. M., Carr, R. A,, & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800. DOI:10.1108/03090560310495456
  7. Kersnik, J. (2003). Patients' recommendation of doctor as an indicator of patient satisfaction. Hong Kong Medical Journal, 9, 247-25.
  8. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27. DOI: 10.2307/3172510
  9. Y. J. Yi & C. L. Lee(2014). A Critical Review of Service Quality Research in Recent 10 years (2004-2013). Journal of Marketing Management Research, 19(2), 1-43
  10. Helgesen, O. and Nesset, E. (2008). Images, Satisfaction and Antecedents: Drivers of Student Loyalty?: A Case Study of a Norwegian University College. Corporate Reputation Review, 10(1), 38-59. DOI: 10.1057/palgrave.crr.1550037
  11. S. Y. Choi & E. J. Ko. (2010). The Effects of Service Quality on the Organizational Image of Community Welfare Center: Focusing on the Mediation of Service Satisfaction. Journal of Community Welfare 33, 1-21.
  12. S. Y. Choi & E. J. Ko. (2010). A Explanatory Study on the Public Image of Community Welfare Center, Community Rehabilitation Center, and Senior Welfare Center. Korean Journal of Social Welfare Research, 24, 183-208.
  13. Le Croy, C. W. and Stinson, E. L. (2004). The Public's Perception of Social Work: Is it what we think it is?. Social Work, 4(1), 164-174 DOI: 10.1093/sw/49.2.164
  14. Nguyen, N. (2006). The Perceived Image of Service Cooperatives: An Investigation in Canada and Mexico. Corporate Reputation Review, 9(1), 62-78. DOI: 10.1057/palgrave.crr.1550010
  15. H. J. Kim & S. L. Han. (2013). The Effect of Sports Center's Service Guarantee on Service Quality, Service Value, Customer Satisfaction and Customer Loyalty. The Journal of Digital Policy & Management, 11(9), 127-138.
  16. M. S. Chung & S. U. Noh. (2006). An Empirical Study on Effects of Service Quality of Community Welfare Center on Users' Satisfaction. Korean Association Of Nonprofit Organization Research, 5(1), 163-207.
  17. Baker, D. A., & Crompton, J. L.(2000). Quality, satisfaction and behavior intention. Annals of Tourism Research, 27(3), 785-803. https://doi.org/10.1016/S0160-7383(99)00108-5
  18. S. Y. Kim., Y. M. Kim., S. Y. Kim & S. K. Park. (2014). The Structural Relationship Between Service Quality, Customer Satisfaction, Facility Image and Customer Loyalty of Public Sports Facilities. Journal of Sport and Leisure Studies 56(1), 483-498. https://doi.org/10.51979/KSSLS.2014.05.56.483
  19. S. J. Cha & K. J. Hwang. (2018). The Effect of Customer Orientation on Customer Loyalty and Organizational loyalty Mediated by Ethical and Discretionary Responsibility. Journal of Digital Convergence, 16(11), 201-209 DOI:10.14400/JDC.2018.16.11.201
  20. Johnson, M.S., E. Garbarino, and E. Sivadas. (2006). Influences of customer differences of loyalty, perceived risk and category experience on customer satisfaction ratings. International Journal of Market Research, 48(5), 601-622. DOI: 10.1177/147078530604800508
  21. T. Y. Maeng & Y. M. Shim. (2011). Study on the Influence of the Welfare Service Quality for the Elderly and Customer's Satisfaction upon Intention of Re-use. Health and Social Welfare Review, 31(2), 180-205. https://doi.org/10.15709/HSWR.2011.31.2.180
  22. K. H. Kim & S. S. Park. (2019). Study on the Effect of User-oriented Outcome on Relationship between Quality of Personal Assistance Service and Royalty. Journal of Korean social welfare administration, 21(2), 1-23. https://doi.org/10.22944/KSWA.2019.21.2.001
  23. Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. 67(4). 420-450.
  24. Bennett, R. & Gabriel, H.(2003). Image and repetitional characteristic of UK charitable organizations: An empirical study. Corporate Reputation Review, 6(3), 276-289. DOI: 10.1057/palgrave.crr.1540206
  25. Y. O. Lim. (2008). A Study on the Customer Loyalty to Senior Welfare Center: Focusing on the Relationships Among Customer Satisfaction, Perceived Service Quality, and Perceived Relational Benefits. Doctoral dissertation. Ewha Womans University. Seoul.
  26. Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17, 460-469. DOI: 10.2307/3150499
  27. Spreng, Richard A. and Robert D. Mackoy. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfactions. Journal of Retailing, 72(2), 254-278. DOI: 10.1016/S0022-4359(96)90014-7
  28. Zeithmal, V. A., L. L. Berry, and A. Parasuraman. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46. DOI: 10.2307/1251929
  29. Hayes, Andrew F. (2018). Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach(2ed). New York, NY: The Guilford Press.
  30. Oliver, R. L.(1999), Whence Consumer Loyalty? Journal of Marketing, 63, 33-44. DOI: 10.2307/1252099
  31. S. D. Park. (2020). A Preliminary Study on State Responsibility for Establishment and Protection of Information and Telecommunication Infrastructure in COVID-19 Pandemic. Journal of Digital Convergence, 18(8), 49-54. DOI:10.14400/JDC.2020.18.8.049