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KMID : 1001320150420040101
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Social Welfare Policy
2015 Volume.42 No. 4 p.101 ~ p.126
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A Study on the Factors, Influencing to Reuse the Services of Community Social Services Initiatives: By Focusing on the Mediating Effect of User Satisfaction
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Kim Jeong-Keun
Shin Bok-Ki
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Abstract
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This study puts its primary purposes in identifying the factors, affecting the service reusing targeting community service users, in consideration of the characteristics of Busan community service delivery. Subsequently, it tries to verify the mediating effect between the factors affecting user satisfaction, which is valued in the service markets and service reusing. This study analyzed service users 2,368 and provides agencies 89. The analysis results to reuse the entire community services reusing grew higher as age got higher, service perceptions and attitudes were more positive, service numbers increased, the environment of service providers was better, the manpower of service providers was more available, and service price was higher. In addition, service reusing grew higher as the knowledge level of service users was higher. Meanwhile, service reusing became lower as more service numbers of the service centers were provided. The analysis results on the mediating effect of user satisfaction for the users to reuse service show that user satisfaction was the partial mediation of service perceptions and attitudes and the service number of service centers. Then, it was analyzed that‘the number of service-offering,’ ‘the environmental characteristics of service centers,’ and ‘service knowledge’ were completely mediated by the user satisfaction. The implications of policies according to service subjects for the invigoration of community service utilization and user satisfaction are as follows: First, the amendment of the laws and regulations regarding the social service right to use is required for the implementation of the surveys on the regular satisfaction and continual monitoring. Second, the development and distribution of standard operational models regarding the community services and service providers at the level of the central government or local governments are needed. Third, the systems of service quality and the achievement management of the community services should be established. Fourth, the development of new services based on the demands of local and latent users is needed.
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KEYWORD
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Social Service, Factor of Service Use, User satisfaction, Mediating Effect
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