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Analyzing the Effectiveness of the Multicultural Education Manpower Training Project: An Application of SERVQUAL and IPA

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2012, 23(1), pp.143-166
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

Ju, Hyo-Jin 1 Cho Joo Yeon 1

1꽃동네대학교

Accredited

ABSTRACT

The purpose of this study is to seek improvement of the multicultural education human resource development program of the Ministry of Culture’s Korea Arts and Culture Education Service. On this basis, the study uses SERVQUAL and IPA (Importance-Performance Analysis) to assess the service quality of the program. The results of the analysis are as follows. First, on the whole, the level of performance and expectation are high points. Second, there are statistically significant group differences (p<0.05) between performance and expectation on the five SERVQUAL factors (tangibles, reliability, responsiveness, assurances, empathy). Third, the results of the IPA situate empathy in the first quadrant, tangibles in the second quadrant, reliability and responsiveness in the third quadrant, and assurances in the fourth quadrant. Lastly, it is important to develop the employee-oriented educational program in order to improve the quality of the multicultural education human resource development program.

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