교육서비스 품질과 교육성과의 기대일치여부가 행동의도에 미치는 영향: 글로벌기업의 TOEIC사업을 중심으로

• 영문명: Influence of the Education Service Quality and Result Expectations on Behavioral Intention: Focus on the TOEIC Business of a Global Company
• 발행기관: 한국유통과학회
• 저자명: 강호계(Ho-Gye Kang) 송인암(In-Am Song) 황희중(Hee-Joong Hwang)
• 간행물 정보: 『유통과학연구(JDS)』제11권 제2호, 71~81쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2013.02.28

영문 초록

Purpose – The TOEIC test has been leading the change in the quality and the globalization of companies for about last 30 years. The TOEIC test is taken by about two million people each year and is used as a criterion to select new employees in companies or government offices, for performance ratings, and for overseas posting selections. Universities also use TOEIC test in various ways. Since the TOEIC test is used for the selection of new students for admission, transferring extra credits, scholarships, graduation certification, and admission of international students studying abroad, many universities all over the country provide students with TOEIC study lectures through their own language institutes. Despite the fact, there has been no research on the service quality or even the current situation of these institutes. Thus, this study aims to evaluate the factors that impact TOEIC lecture service quality and analyzes the effect of the expectation related to the education service quality and the result of education on intentional behavior. Research design, data, methodology – Data was collected by administering a survey to current TOEIC students from different university language institutes. The survey questionnaire comprised of a five-point Likert scale. The demographic analysis was conducted using the frequency analysis method and the factor analysis was conducted to verify the validity of questionnaire over any variable. The reliability analysis was conducted to verify the reliability of the results. Besides, multiple regression analysis, regression analysis, and mediated effect verification were also conducted. For education service quality, four different independent variables such as reliability, response, conviction, and sympathy were considered using the SERVQUAL survey model. Based on the research models, the study hypotheses below were formulated in order to recognize an effect relationship between the variables. The four hypotheses are, “

목차

Abstract

1. 서론

2. 이론적 배경

3. 연구모형 및 가설

4. 연구방법

5. 실증분석 결과

6. 결론

References

키워드

Education Service Quality Expectation Accordance Behavioral Intention Positive Word-Of-Mouth Resign-Up