• Korean Journal of Social Welfare
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• v.61 no.2
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• pp.107-135
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• 2009

The purpose of this study is to develop and evaluate the Korean version of the SERVPERF which has been widely used in order to measure service quality in various kinds of fields including social work. A total of 328 adults using social welfare centers in Seoul and Gyeonggi-do participated in this study. Confirmatory factor analysis confirmed that the Korean version of the SERVPERF consists of 5 dimensions(tangibles, reliability, responsiveness, assurance, and empathy) like the original SERVPERF. 5 dimensions of the Korean version of the SERVPERF have acceptable levels of internal consistency. Its convergent validity and discriminant validity are satisfactory. Finally, weak or non-significant correlations between 5 dimensions of the Korean version of the SERVPERF and social desirability scale indicated that the participants' reponses to the Korean version of the SERVPERF were not affected by social desirability.

• Korean Journal of Social Welfare Studies
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• v.42 no.1
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• pp.151-177
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• 2011

With the expansion of Voucher program, academic and practical concerns of performance evaluation of voucher service has been more emphasized. Accordingly, client satisfaction survey are expanding these days, but the study of client satisfaction as a performance indicator aimed at service client has not been yet conducted systematically. The purpose of this study is to develop Satisfaction Index, targeting at client of community-development voucher program in Community Service Investment Project conducted by the Ministry of Health and Welfare. Data were collected from 1800 client of community-development voucher program. This study summarized theoretically many kinds of satisfaction measurement and composed the Satisfaction Index reflecting characteristics of Voucher. By the item analysis and reliability analysis, the element satisfaction was identified as homogeneous items. General satisfaction were obtained using element satisfaction and overall satisfaction, it was found to be valid through the evaluation of convergent and discriminant validity as a tool for satisfaction. This study suggest using the '1step weighted approach' than '2step weighted approach' having weakness of complex overlapping manner.