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KMID : 1001720170270020019
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Journal of Vocational Rehabilitation
2017 Volume.27 No. 2 p.19 ~ p.43
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A Study on the Development of the Service Quality Indicators for Sheltered Workshops
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Park Se-Jin
Na Woon-Hwan
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Abstract
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The purpose of this study is to develop the service quality indicators and to identify priority of the indicators for sheltered workshop. In order to meet the this purposes, this study utilized Delphi survey and Analytical hierarchy process(AHP) survey as expert decision-making methods. First, the indicators to measure service quality of the sheltered workshops consisted of 4 superordinate indicators, including Tangibles, Empathy, Rights, Inclusion, and 44 subordinate indicators. Second, it was found that Empathy was the highest priority among four superordinate indicators, with a score of 0.418 and "disability professionalism by the service provider" was highest priority among all subordinate indicators. Finally, results of this study provide service quality assessment indicators for sheltered workshops by putting the indicators in order according to their relative importance and scores. Also, applying this result to field situation can be helpful to improve behavior pattern and a way of the decision making for the effective service delivery.
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KEYWORD
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sheltered workshop, service quality, vocational rehabilitation
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