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KMID : 1001320130400030347
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Social Welfare Policy
2013 Volume.40 No. 3 p.347 ~ p.374
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A Study on Measurement of the Service Quality Management of the Community Welfare Center
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Ji Eun-Gu
Lee Won-Ju
Kim Min-Ju
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Abstract
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The present study develops the service quality measure for the using in community welfare centers for the service quality management. We explore the current service quality measures based on the literature reviews and SERVQUAL model and then verify the developed quality measure by the interview with two focus groups consisted of 15 supervisors working in the community welfare centers. The final measure was examined via confirmatory factor analysis and verified reliability and validity. Data were collected from 195 community centers. Results indicate that 7 dimensions of 18 indicators have acceptable levels of internal consistency. Its convergent validity and discriminant validity are satisfactory. Therefore, we expect that the community welfare center can continuously improve and manage their service quality using the developed measure in terms of quality management.
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KEYWORD
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service quality measure, SERVQUAL model, Quality measurement, convergent validity, discriminant validity
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