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KMID : 0613620110310020180
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Health Social Welfare Review
2011 Volume.31 No. 2 p.180 ~ p.205
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A Study on the Influence of the Welfare Service Quality for the Elderly and Customer’s Satisfaction upon Intention of Re-use
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Maeng Tu-Yul
Shim Yong-Mi
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Abstract
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The purpose of this study is to analyze the influence of the welfare service quality for the elderly and customer satisfaction upon intention of re-use. The welfare service quality for the elderly consists in assurance, empathy, responsiveness, equality, reliability, and tangible. The welfare service quality for the elderly and customer’s satisfaction associated with subsequent behavior. The subject of the study were 300 Korean aged over 61 who have experiences of using in social welfare facilities across Goyang, Namyangju, Paju city. First, there was significant difference in such various factors as the welfare service quality for the elderly, customer satisfaction, intention of re-use depending on socio-demographic characters. Second, empathy, reliability, responsiveness, tangible might intensify their subsequent behavior. From the analyses, Major finding of this study are as follows; ①We should establish the development strategy of service in social welfare. ②We should develop the education program for improving the welfare service for the elderly. ③We find the olderly’s character and should develop suitable service manual for the elderly.
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KEYWORD
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The Welfare Service Quality for the Elderly, Customer’s Satisfaction, Subsequent Behavior, Assurance, Empathy, Responsiveness, Equality, Reliability, Tangible
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