선취업·후진학 성인학습자의 교육서비스 품질연구 : Kano model과 Timko 고객만족계수를 이용하여

Abstract

The purpose of this study was to identify the degree of educational service quality perceived by adult learners in ‘Work First-then on College System’ who are college students only for adult learners in the lifelong education system of the LiFE project, and to secure data to build and operate better education services in the future. To this end, the educational service quality was classified using the Kano model, and the satisfaction and dissatisfaction indexes were measured by calculating the quality factor index through Timko's customer satisfaction coefficient. The results of the education service quality research are as follows. Among the 26 questions in the 5 factors of tangibility, reliability, empathy, certainty, and reactivity, 14 questions were classified as Attractive quality and 10 questions were classified as O-dimensional quality. And two questions showed the same measurement value for Attractive quality and O-dimensional quality. In addition, all Customer Satisfaction Coefficients were classified as Attractive quality with Better index higher than Worse index. Attractive quality is a positive factor that can be amplified to the level of customer satisfaction when the service is satisfied. All 5 questions regarding confidence in teaching expertise, preparedness, technique, friendliness, and fairness were found to be attractive qualities. In addition, O-dimensional quality is a factor that leads to satisfaction when satisfied and dissatisfaction when not satisfied, and is frequently found in tangible factors. This confirmed that the external parts such as university facilities and equipment are elements that must be satisfied first. The results of this study are expected to be used as data to secure and improve the quality of educational services for adult learners, to secure admission resources for adult learners, and to create a competitive advantage.