ScholarWorks@숙명여자대학교

초록

The purpose of this study is to verify the mediating effect of service effectiveness in the relationship between the service quality provided by workers at the Our Neighborhood Kiwoom Center and the relationship between the caregivers of children using the service, and to suggest policy implications based on this. To conduct the study, a survey was administered to 125 workers at the Our Neighborhood Kiwoom Center in Seoul and 125 caregivers of children using the service. The collected data were analyzed using SPSS 25.0 to analyze descriptive statistics, correlation analyses, and multiple regressions. A Sobel test was conducted to analyze and verify the mediation effect. The research results are as follows. first. In the case of the employees at Our Neighborhood Kiwoom Center regarding service quality, statistically significant differences were found between groups based on marital status, rank, and employment status. Second, the correlation between the service quality of workers, the effectiveness of caregivers of children using the children, and the relationship performance of the caregivers of children using the children all showed a significant positive (+) relationship. Third, a direct mediating effect of service effectiveness was found in the relationship between the service quality of Our Neighborhood Kiwoom Center workers and the relationship between the caregivers of children using the service. Based on these findings, suggestions were presented to improve the quality of service for workers.

키워드