대학원 교육서비스품질과 학생만족, 행동의도와의 관계 : 서울 소재 관광관련학과 대학원 학생 대상

다국어 초록 (Multilingual Abstract)

Abstract
The Relationship Among Education Service Quality, Student Satisfaction and Behavioral Intention :Focusing on the Graduate School of Tourism in Seoul Province
Lee, Eun-ju
Department of Tourism Management
The Graduate School of Tourism
Sejong University
Thesis Director: Prof. Kim, Seong-hyeok
With the coming of the 21st century, the tourist industry has been recognized as a higher value-added business; thus, there need to be elites who can lead the tourist industry and subsequently the concern for its related educational field as the foundation is on an upward trend.
The aim of this study is to provide the implications for the weight & satisfaction of education and also offer the information useful for setting up developmental directivity of more effective tourism education by analyzing what influence has on student satisfaction and behavioral intention through the medium of the educational factor, administrative factor and relational directivity between a professor and student of the special graduate school related to tourism.
As a result of the analysis, first, all component factors in educational service quality were found to have a significant influence on student satisfaction.
Second, it was found that student satisfaction had a significant influence on the influential relations of behavioral intention. This proves the importance of student satisfaction in school unit.
Third, as a result of looking at the difference in the mean value between the importance and satisfaction of educational service quality perceived by the tourism-related graduate students, there existed a difference in student-perceived importance and satisfaction.
Fourth, the component factors in educational service quality were found not to have a big influence on students' general satisfaction with educational service. It explains that students' satisfaction is low on the whole.
Fifth, it was also analyzed that there existed a significant influence on the influential relations between behavioral intentions consequent on students' satisfaction. As a result of the regression analysis of four responses, such as movement, disregard, defiance, and faithfulness according to students' satisfaction, it was found that there existed a significant influence of behavioral intention on satisfaction.
As mentioned above, students' satisfaction is low in comparison with the student-perceived importance of educational service quality, and there exists a significant relationship between satisfaction and behavioral intention, so school authorities have to make efforts to meet the needs of students; thus, conclusively, if the highly-perceived items in their general importance should be more revitalized through the communication with professors, there will come out the result of much higher satisfaction.

목차 (Table of Contents)

• 제1장 서론 1
• 제1절 연구의 배경 및 목적 1
• 제2절 연구의 방법 및 연구의 구성 4
• 1. 연구의 방법 4
• 2. 연구의 구성 5
• 제2장 문헌고찰 7
• 제1절 관광 교육 7
• 1. 대학원 및 특수대학원의 관광교육의 목적 및 현황 7
• 2. 대학원 및 특수대학원의 관광교육과정 관련 선행연구 8
• 제2절 이론적 정의 11
• 1. 교육 요인의 개념적 정의 11
• 2. 행정 요인의 개념적 정의 11
• 3. 인적 요인의 개념적 정의 12
• 4. 학생만족의 개념적 정의 12
• 5. 행동의도의 개념적 정의 13
• 제3절 구성개념간의 관계 24
• 1. 교육서비스품질과 학생만족의 관계 24
• 2. 학생만족과 행동의도와의 관계 25
• 3. 교육서비스품질과 행동의도와의 관계 26
• 제4절 IPA(Importance-Performance Analysis) 연구 27
• 1. IPA 개념 및 특성 27
• 2. IPA 선행연구 32
• 제3장 연구설계 36
• 제1절 연구모형 및 가설설정 36
• 1. 연구모형의 설정 36
• 2. 가설설정 37
• 제2절 변수의 조작적 정의 38
• 1. 교육서비스품질 38
• 2. 학생만족 41
• 3. 행동의도 41
• 제3절 설문지 구성 41
• 제4절 조사설계 43
• 1. 표본설계 43
• 2. 실증분석방법 43
• 제4장 실증분석 45
• 제1절 표본의 일반적 특성 45
• 제2절 신뢰도와 타당성분석 47
• 1. 교육서비스품질 중요도에 대한 신뢰도와 타당성분석 47
• 2. 행동의도에 대한 신뢰도와 타당성분석 49
• 제3절 중요도와 만족도 차이 검증 53
• 1. 교육서비스품질에 대한 중요도-만족도 차이 검증 53
• 제4절 교육서비스 품질의 IPA분석 55
• 1. 교육서비스 품질 측정변수의 순위분석 55
• 2. 교육서비스 품질에 대한 IPA분석 57
• 제5절 가설의 검증 70
• 1. 교육서비스 품질의 중요도-만족도 차이검증 70
• 2. 교육서비스품질이 학생만족에 미치는 영향 검증 70
• 3. 학생만족이 행동의도에 미치는 영향 검증 71
• 제5장 결론 74
• 제1절 결과 및 요약 74
• 제2절 한계점과 향후 연구 방향 80
• 참고문헌 81
• 설문지 84
• ABSTRACT 88