평생교육기관의 교육서비스 품질이 학습자 행동의도에 미치는 영향과 학습자만족 및 관계몰입의 매개효과

초록

An increase of lifelong learners has made educational institutions focus on their quality of educational service as one of the ways to improve learners’ satisfaction. In this regard, this study aims to examine the impact of education service quality of lifelong education institutions on learner satisfaction, relationship commitment, and the learners’ behavior intention. Especially, the study verified the mediating effect of relationship commitment between educational service quality and behavior intention and learner satisfaction. A total of 246 adult learners, who have enrolled in lifelong learning institutions at Seoul and Gyeonggi province, participated in questionnaire survey. The following results were found. Firstly, there were positive relationships between education service quality, learners’ satisfaction and relationship commitment on the learners’ behavior intention. Secondly, learners’ satisfaction had a mediating effect between education service quality and behavior intention. The study has given recommendations on how to improve learners’ behavior intention and satisfaction by enhancing educational service quality of lifelong learning institutions.

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