장애인과 비장애인이 지각하는 장애인 전국체육대회 서비스 품질 비교 : 수정된 IPA기법 적용

Abstract

The purpose of this study is to compare the quality of service for the National Sports Festival for the Disabled, which is perceived by the disabled and the non-disabled, using IPA techniques. The data analysis was done using SPSS version 22.0 and the results of the research conducted by frequency analysis, exploratory factor analysis, reliability analysis, IPA analysis, and t-test analysis are as follows. First, the comparative analysis of service quality perceived by non-disabled and disabled showed the difference between the two groups in the factors of reliability, environmentality, information quality, responsiveness, diversity and reciprocity, which are the sub factors of service quality. Second, 10 items, such as attractive, were found to be located in the I quadrant (continuous maintenance), and six items, including attractive, were found to be late for service quality factors. Third, one item was found to be located in the II quadrant (excess effort) for non-disabled people due to agent kindness, and five items, including various information provision, were found to be located for the service quality factors that the disabled are aware of the service quality factors. Fourth, among the service quality factors that non-disabled people perceive in the III quadrant (low priority), six items, including the provision of booklets, were found to be located, and six items, including progress, were found to be perceived as service quality factors for the disabled. Fourth, the IV quadrant (first priority effort) showed that four items, including competition operation, were located in service quality factors that non-disabled people perceive, and four items, including stadium comfort, were found to be located in service quality factors that disabled people perceive.