본 연구에서는 지역사회복지관의 이용자와 제공자를 대상으로 Q방법론을 적용하여 지역사회복지관의 서비스 질에 대한 인식유형과 각 인식유형의 특성을 살펴보았다. 본 연구에서는 세 가지 연구문제를 제기하였는데, 첫 번째 연구문제의 분석결과 사회복지조직에서는 PZB의 5가지 서비스 질 구성차원 이외에 전문성, 지속성, 접근성이 도출되어 영리조직과 다른 서비스 질 구성차원이 있었다. 두 번째 연구문제의 결과로서 제공자와 이용자 모두에게 공감성과 지속성이 지역사회복지관의 서비스 질 구성차원의 공통적인 요소로 나왔다. 반면에 제공자는 전문성을 중시하고 이용자는 접근성과 외형성을 중시하였으므로 이들 제공자와 이용자의 서비스 질 구성차원에 차이가 있었다. 세 번째 연구결과 제공자들은 ‘전문적․공감적․지속적인 프로그램의 중시형’, ‘전문성을 갖춘 공감성․중시형’, ‘서비스의 신속적 반응 중시 형’의 3가지 유형으로 나타났고, 이용자들은 ‘’외형성․프로그램의 지속성 중시 형’, ‘공감성․중시형’, ‘접근성․중시형‘의 3가지 유형으로 구분 되었다. 이러한 연구 결과는 비영리조직의 서비스 질 구성차원에 대한 주관적인 태도 및 인식유형을 고찰해 봄으로써 지역사회복지관의 실정에 맞는 적합한 서비스 질 측정과 개선을 위한 기초자료로서 유용하게 활용 될 수 있을 것이다.

The purpose of the study was to examine cognitive types of quality in service of community welfare centers and characteristics of each cognitive type by applying Q methodology with users and offerers of community welfare centers. As the results, the study could sort them into three kinds of offerer types- ‘Type emphasizing specialized, sympathized and continuous programs’, ‘Type emphasizing sympathy with specialty’ and ‘Type emphasizing a quick reaction in service’- and three kinds of user types- ‘Type emphasizing externality and continuity of program’, ‘Type emphasizing sympathy’ and ‘Type emphasizing approach. The study proposed three kinds of research questions. As the results, there were dimensions of quality in service of only social welfare differing from profit-making organizations since specialty, continuity and approach were induced out of offerer types and user types. Sympathy and continuity were common elements between offerer types and user types in a dimension of quality in service of community welfare centers. On the other hand, offerer types emphasized specialty and user types emphasized approach and externality. Therefore, there were differences in cognitive types about dimension of quality in service between offerers and users. The above results of the study can be usefully utilized as basic data for diverse and systematic endeavor to measure and improve quality in service suitable to real conditions of community welfare centers by increasing understanding about subjective attitudes and characteristics of dimension of quality in service of community welfare centers.

The purpose of the study was to examine cognitive types of quality in service of community welfare centers and characteristics of each cognitive type by applying Q methodology with users and offerers of community welfare centers. As the results, the study could sort them into three kinds of offerer types- ‘Type emphasizing specialized, sympathized and continuous programs’, ‘Type emphasizing sympathy with specialty’ and ‘Type emphasizing a quick reaction in service’- and three kinds of user types- ‘Type emphasizing externality and continuity of program’, ‘Type emphasizing sympathy’ and ‘Type emphasizing approach. The study proposed three kinds of research questions. As the results, there were dimensions of quality in service of only social welfare differing from profit-making organizations since specialty, continuity and approach were induced out of offerer types and user types. Sympathy and continuity were common elements between offerer types and user types in a dimension of quality in service of community welfare centers. On the other hand, offerer types emphasized specialty and user types emphasized approach and externality. Therefore, there were differences in cognitive types about dimension of quality in service between offerers and users. The above results of the study can be usefully utilized as basic data for diverse and systematic endeavor to measure and improve quality in service suitable to real conditions of community welfare centers by increasing understanding about subjective attitudes and characteristics of dimension of quality in service of community welfare centers.

Community welfare center, quality in service, dimension of quality in service, Q methodology, cognitive type