Department of Life Culture and Consumer Science, Sungshin Women’s University
Corresponding Author:
Hyun Jin Lee ,Tel: +82-2-920-7621, Email: leehj@sungshin.ac.kr
Received: April 8, 2011; Revised: May 6, 2011 Accepted: June 20, 2011.
ABSTRACT
This study identified the use types of a home help service and the level of service quality and reviewed the extent of their effects on consumer satisfaction. As a result of measuring the service quality in terms of support, assurance, reliability, empathy and responsiveness, a high overall reliability was demonstrated in the service. The consumer satisfaction with the home help service was discovered as being high, in general. Meanwhile, with the female research participants, the lower the service fee was perceived to be, the higher the consumer satisfaction. The quality assessment items concerning support and reliability were found to be important variables which were influential on consumer satisfaction. Therefore, it has been shown to be imperative to prepare political alternatives regarding the development of the service standard in order to protect user's rights, offer relevant information, and ensure reliability in the home help service.
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