교육서비스의 기능적, 기술적 품질요인과 고객 충성도 간의 관계에서 교육몰입의 조절효과

초록

This study adopted functional and technological quality by Gronroos(1984) for differentiation from the SERVQUAL and SERVPERF model much used in the existing education service quality. In order to accomplish the research objectives, we have distributed 430 questionnaires to prospective entrepreneurs that received or were scheduled to receive start-up education for prospective technology entrepreneurs and used total 415 questionnaires in empirical analysis after excluding 15 whose answers were insincere to generate research findings. The research findings show that functional(network, the instructor's professionalism, and educational professionalism) and technological quality(perceived quality, educational infrastructure, and educational programs) had positive effects on trust, satisfaction, and loyalty. It was partially demonstrated that the moderating variable, educational commitment, had a significant impact on the high and low level of educational commitment of the each group.

키워드