본 연구에서는 2007년 실시된 장애인생활시설에 대한 평가 결과를 활용하여 장애인생활시설에서의 인적자원관리가 서비스의 질에 미치는 영향에 대하여 알아보고, 향후 장애인생활시설에서 서비스의 질을 향상시키기 위한 효과적인 인적자원관리 방안을 제시하고자 하였다. 전국의 202개 장애인생활시설의 평가결과에 대한 분석 결과는 다음과 같다. 장애인생활시설 직원의 이퇴직율은 매우 높으며 법정직원충원율, 이퇴직율, 일인당 교육비 및 교육시간은 시설 간 편차가 매우 큰 것으로 나타났다. 법인유형에 따른 서비스의 질은 재단법인이 사회복지법인보다 유의하게 높으며, 지역별 분포에 따른 서비스 질의 차이를 살펴보면 경기지역과 강원지역의 수준이 충청지역 보다 유의하게 높은 것으로 나타났다. 장애인 생활시설의 유형에 따른 서비스 질은 유의한 차이가 없고, 종교적 성향에 따른 서비스의 질은 천주교 성향을 띠고 있는 시설의 서비스의 질 수준이 종교적인 성향이 없는 시설보다 유의하게 높은 것으로 나타났다. 서비스의 질에 영향을 미치는 요인을 살펴보면, 법정 직원충원율과 직원의 이퇴직율은 서비스의 질에 유의한 영향을 미치지 않는 것으로 나타났다. 한편 직원 일인당 교육비는 수준에서 유의한 정(+)적인 영향을 미치고, 직원 일인당 교육시간은 유의한 정(+)적인 영향을 미치며 가장 큰 영향력이 있는 것으로 나타났다. 직원의 자격증 소지비율은 유의한 정(+)적인 영향을 미치며, 관리자의 자격 또한 유의한 정(+)적인 영향을 미치는 것으로 나타났다. 본 연구에서는 이러한 연구결과를 바탕으로 장애인생활시설에서 서비스의 질을 높이기 위한 효과적인 인적자원관리 방안들을 제안하였다.

The purpose of this study is to examine effects of the human resources management, especially the investment on staff training and education, on service quality in welfare institutions for the disabled. In the study we analyzed 202 institutions using 2007 evaluation data and the results are as follows: The variation of the legal rate of staff and turnover rate were very high and the variation of education time and education expense per staff were extremely high among institutions. The service quality of foundational juridical person was significantly higher than social welfare juridical person. It was revealed that the service quality of institutions which is located in Gyeonggi and Gangwon districts was significantly higher than in Chungcheong districts. Catholic institutions showed higher service quality than non-religion institutions. It was found that legal rate of staff and turnover rate didn't have effect on service quality. On the other hand, there were significant effect of education time and education expense per staff on service quality. The rate of certificated staff and the qualification of top management also had significant effect on service quality. The implication and limitation of these findings and the directions of future research were discussed. The result of this study will be able to contribute to effective and efficient personnel management in welfare institutions for the disabled.

The purpose of this study is to examine effects of the human resources management, especially the investment on staff training and education, on service quality in welfare institutions for the disabled. In the study we analyzed 202 institutions using 2007 evaluation data and the results are as follows: The variation of the legal rate of staff and turnover rate were very high and the variation of education time and education expense per staff were extremely high among institutions. The service quality of foundational juridical person was significantly higher than social welfare juridical person. It was revealed that the service quality of institutions which is located in Gyeonggi and Gangwon districts was significantly higher than in Chungcheong districts. Catholic institutions showed higher service quality than non-religion institutions. It was found that legal rate of staff and turnover rate didn't have effect on service quality. On the other hand, there were significant effect of education time and education expense per staff on service quality. The rate of certificated staff and the qualification of top management also had significant effect on service quality. The implication and limitation of these findings and the directions of future research were discussed. The result of this study will be able to contribute to effective and efficient personnel management in welfare institutions for the disabled.

welfare institution, service quality, human resources management, evaluation