| 아카데미 뷰티스쿨의 교육서비스 품질과 교육성과 및 학생 만족도에 대한 연구 |
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김채호, 나윤규 |
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| Research Paper : A Study on the Influence of Service Quality of Beauty Academy Education on Education Performance and Students Satisfaction |
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Chae Ho Kim, Youn Kue Na |
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| Abstract |
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The purpose of this study is to understand how service quality is perceived and measured by the customer in educational service industry. This study examines the relationships between service quality, education performance and student satisfaction. To do so, the study sample has been divided into 5 different groups; stylist, makeup, nail art, aesthetic, hair style. The hypotheses have been verified by analyzing 544 questionnaires collected in M academy beauty school. The results are as follows. First, the current study revealed that service quality characteristics are composed of curriculum, empathy, reliability, assurance, tangibility in educational service. This is somewhat different from the original PZB model which the service characteristics are composed of tangibility, reliability, assurance, responsiveness, and empathy. Second, all the educational service quality characteristics showed positive correlation with education performance in the order of curriculum, empathy, reliability, assurance, tangibility. Third, all the educational service quality characteristics showed positive correlation with student education performance in the order of curriculum, empathy, reliability, assurance, tangibility. Finally, the students satisfaction is influenced by the education performance positively. |
| Key Words:
Educational Service Quality, Education Performance, Students Satisfaction |
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