사회서비스 품질 측정모형 개발 : 공익형 노인일자리를 중심으로

초록

This study will prescribe social quality perceived by social service users as a service from the public sector in order to develop a service quality measurement model as a practical tool. Results of the study are as follows. Results of the factor analysis show that public benefit-type senior job matching service quality is affected by the four prior factors of result quality, interaction quality, environment quality, and social quality. When examining the components per quality aspect, result quality had the two factors of satisfying desires and goodwill, interaction quality had the three factors of timeliness, expertise, and reliability, environment quality had the two factors of convenience and pleasantness, and social quality had the three factors of universality, protection of rights, and recognition of value. Based on this, the public benefit-type senior job matching service quality measuring model comprised of four quality aspect, ten components, and 36 measurement questions was finally proposed. The significance of the research results is proposed as follows. It expands discussions on the measurement of social service quality and shows the processes on how social quality properties are made up according to the purpose and contents of the offered service, thus making it possible to be used as a guideline for research in the future.

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