Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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Structure analysis of service quality, satisfaction and loyalty in ubiquitous living English experience learning center

유비쿼터스 생활영어체험학습장의 서비스품질, 만족도 및 충성도의 구조분석

  • Received : 2013.10.01
  • Accepted : 2013.11.20
  • Published : 2013.11.28
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Abstract

The purpose of this study was to develop comprehensive model which could represent service quality, satisfaction and loyalty in ubiquitous living English experience learning center, and to analyze an influence of service quality of elementary school students attending that center on satisfaction. The variables were extracted in connection with service quality, satisfaction and loyalty in ubiquitous living English experience learning center, and relations among those variables were examined. The study verified causality and influences between variables using feasibility of variables and structural equation thru confirmatory factor analysis, based on questionnaires of 262 students who attended ubiquitous living English experience learning center. The suggestion of the study on ubiquitous living English experience learning center of elementary school students are as follows. Programs in relation with living English should run more efficiently to expand ubiquitous living English experience learning center. More important is that guidelines or orientation for students to recognize how to use the programs be needed. Also, this study shows that the educational performance and satisfaction are found to be very large, and participation in the program of that center needs to be encouraged in terms of schools.

본 연구의 목적은 유비쿼터스 생활영어체험학습장의 서비스품질, 만족도 및 충성도를 설명할 수 있는 종합모델을 구안하여 유비쿼터스 생활영어체험학습장에 참여한 초등학교 학생들의 서비스품질이 만족도에 미치는 영향을 분석하는 데 있었다. 선행연구들에서 유비쿼터스 생활영어체험학습장의 서비스품질, 만족도, 충성도와 관련된 변인들을 추출하고, 각 변인들간의 관련성을 검토하였다. 본 연구는 유비쿼터스 생활영어체험학습장에 참여한 학생 262명에 대한 설문조사를 바탕으로 확인적 요인분석을 통한 변인의 타당성과 구조방정식을 사용하여 변인들간의 인과관계 및 영향력 정도를 검증하였다. 초등학교 학생들의 유비쿼터스 생활영어체험학습장 관련 변인들간의 인과관계를 경험적으로 밝혀낸 이 연구의 결과를 토대로 시사점을 정리하면, 첫째, 유비쿼터스 생활영어체험학습장을 보다 확대하고 효율적으로 진행하기 위해서는 생활영어와 관련된 프로그램을 효율적으로 운영을 하여야 한다. 유비쿼터스 생활영어체험학습장은 생활영어와 관련된 프로그램의 발굴과 개발, 그리고 프로그램의 사용방법을 충분히 학생들에게 안내하는 교육도 중요함을 알 수 있었다. 둘째, 유비쿼터스 생활영어체험학습장에 대한 교육적 성과와 만족도는 매우 큰 것으로 나타났으며, 학교차원에서도 유비쿼터스 생활영어체험학습장 프로그램 참여를 적극 권장할 필요가 있음을 알 수 있었다.

Keywords

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