Thanks to the rapid growth of modern society, people’s labor hours have become shorter, quality of life has improved and leisure time activities have grown to accelerate leisure activity popularization and generalization. Also the recent implementat...
Thanks to the rapid growth of modern society, people’s labor hours have become shorter, quality of life has improved and leisure time activities have grown to accelerate leisure activity popularization and generalization. Also the recent implementation of 5-day work week scheme and broader well-being trend in South Korea has given more leisure time to people there and raised interest in leisure time activities. In this context, it can be viewed that leisure means more than any simple random free time activities. It means the time for self-development and to spend such leisure time creatively, productiv ely and constructively improves individual satisfaction with their lives. For this aspect, the significance has ever grown.
For the disabled, in particular, leisure time can be their unofficial participation in social activities. And through such an opportunity, they can ease the feeling of loneliness coming from the loss of roles. They can also seek for the sense of happiness as a human being through further opportunities for self-respect and self-realization. However, the disabled enjoy only limited leisure time activities due to their physical challenges. The central and local government, in this situation, has established rehabilitation centers for these people in each Si/Gun/Gu district unit, offering diversified leisure time activity services. Against this backdrop, the present study was inspired by the desire for more activated leisure service and the thought that we need to have an interest in the satisfaction level and service quality of the service felt by the users, the disabled, themselves in order to achieve the goal of activated leisure time service.
For the purpose of this study, the CSI-K and SERVPERF technique were utilized herein to assess the current satisfaction levels and servi ce quality, whose reliability and validity have been proven by prec eding studies on the disabled with physical disabilities and brain diso rder using community rehabilitation centers. Influences of leisure service quality on users’ satisfaction levels was also investigated in this study. For this research analysis, the dependent variable is the satisfaction level of the disabled with physical disabilities and brain disorder who used rehabilitation centers for the disabled. Based on the literature review, the service quality composition was divided into 5 d imensions of tangibles, reliability, responsiveness, assurance and emp athy. These service quality components were set as independent vari ables for this research model.
The disabled with physical disabilities and brain disorder using rehabilitation centers in Seoul, Gyeonggi and Incheon were surveyed for their satisfaction levels and leisure service quality. Data were collected from 154 people and examined with the descriptive statistical analysis, correlation analysis and hierarchical multiple regression analysis. Based on this research process and findings, the following results were produced;
First, the user satisfaction level was found to be 71.62 on average out of the full score of 100. Of the user satisfaction items, satisfaction with service provider averaged 72.69, and service result, 69.48, showing a slight higher number in the service provider satisfaction level. To elaborate more, the question about any intention to use the facility again gained the highest score of 74.78 and the question asking about the level of the staff’s understanding of the users scored the lowest at 68.18. So, it is deemed that service providers should take more care about understanding service users through sufficient communication and counseling.
Second, the leisure service quality was assessed and the total average was 5.15 in the 7-point scale, showing a relatively high position. To elaborate more, of the 5 component dimensions, assurance averaged 5.27, the highest of all, followed by responsiveness, 5.18; reliability 5.14; empathy 5.11; and tangibles, 5.07. Overall, the service quality was high in almost all of the survey items but tangibles, in particular, showed relatively lower score. Thus, more efforts will be necessary regarding tangibles improvement such as facility modernization, PR reinforcement, etc.
Third, among the leisure service quality components, all of them–rel iability, assurance, tangibles, responsiveness and empathy – were fou nd to have a favorable influence on users’ satisfaction levels.
Reliability was found to have a stronger influence than assurance; assurance was stronger, than tangibles; tangibles, than responsiveness; and responsiveness, than empathy, in order. This finding indicates that, to improve users’ satisfaction level, all of the 5 dimensions–reliability, assurance, tangibles, responsiveness and empathy–should be impor tantly treated as a whole. In this sense, the leisure service provided by rehabilitation centers for the disabled should allow a pleasant ser vice-using environment, reflect individual users’ needs and demands and be in a promi sed process in a swift and accurate manner in order to help the disabled with physical disabilities and brain disorder while providing high quality leisure service.
Of the demographical characteristic variables, the economic level was found to have a positive effect on users’ satisfaction, revealing the need to work for the satisfaction of demands and needs of people in lower financial status.
The study theoretical and practical implications are as follows;
First, the theoretical implications of this research are to overcome the lack of academic empirical study on leisure service practices the disabled with physical disabilities and brain disorder by rehabilitation centers. Also this research is timely in the shift of social welfare paradigms from supplier orientation to receiver orientation. And this study is significant in being an initial research trial on the leisure service of rehabilitation centers.
Second, the pract
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