A Comparative Analysis of the Service Quality of the Local Government's Volunteer Service: With the Focus on the Perceptional Difference of Volunteer Service Recipients and Providers :자원봉사 대상자와 봉사자의 인식차이를 중심으로

Namgung, Geumsoon; Yoon, Ki-Chan; Cho, Nam-Youn; Moon, Sin-Yong

A Comparative Analysis of the Service Quality of the Local Government's Volunteer Service: With the Focus on the Perceptional Difference of Volunteer Service Recipients and Providers

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지방정부 자원봉사서비스에 대한 서비스 질 비교분석 : 자원봉사 대상자와 봉사자의 인식차이를 중심으로

Type: Academic journal

Author: Namgung, Geumsoon (한국정책능력진흥원) Yoon, Ki-Chan (동양대학교) Cho, Nam-Youn (상명대학교) Moon, Sin-Yong (상명대학교)

Journal: The Korea Association for Public Management Korean Public Management Review Vol.29 No.4 KCI Accredited Journals

Published: 2015.12

Pages: 1 - 25 (26page)

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A Comparative Analysis of the Service Quality of the Local Government's Volunteer Service: With the Focus on the Perceptional Difference of Volunteer Service Recipients and Providers

Research history (3)

2016

A Study on the Impact Factors Influencing the Satisfaction Levels and Persistence of the Voluntary Service Recipients : Focusing on the Seoul Voluntary Service Center

Namgung , Geumsoon , Yoon The Korean Journal of Local Government Studies 2016.02 Academic journal

2015

A Comparative Analysis of the Service Quality of the Local Government’s Volunteer Service: With the Focus on the Perceptional Difference of Volunteer Service Recipients and Providers

Namgung , Geumsoon , Yoon and others 5 Korean Public Management Review 2015.12 Academic journal

2014

Analysis of Quality Level and Its Affecting Factors of Local Government Volunteer Service : Focused on the comparison of service objects and the volunteers

남궁금순 행정학과 2014.01 Thesis

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This study attempted to comparatively analyze the perceptional difference of volunteer service recipients and providers about the local government’s volunteer service quality. The frequency analysis was applied to see the overall characteristics of volunteer service delivery studied. The factor analysis was used to identify the important factors influencing the perceptions of the volunteer service recipients and providers about service quality–tangibleness, reliability, responsiveness, assurances and empathy. The result showed that the perceptional differences of volunteer service recipients and providers about the local government’s volunteer service quality exist in factors of tangibleness, responsiveness, assurances and empathy. In addition, the results of logistic regression analysis indicated that reliability factor has statistically significant impact on the service recipients’ intent of receiving the volunteer services continuously, while factors of tangibleness and responsiveness show significant impact on the service providers’ willingness to continue delivering the services. Overall, the study suggested that for further development of the volunteer services, local governments need to consider certain measures to develop the integrated information systems for the volunteer services, to utilize special knowledge and know-how of the retiree, and to provide better training programs and incentive pay system for improving expertise of the service providers.

#자원봉사대상자 #자원봉사자 #서비스수준 #인식비교 #지속성 #volunteer service recipients #volunteer service provider #service quality #perceptional difference #continuity

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