The purposes of this study were to establish the structural model of the relationship among service quality, client satisfaction and loyalty, and to clarify the casual relationship between the variables using SEM(Structural Equation Modeling). The researchers developed a questionnaires to obtain the measures of three latent variables; service quality, client satisfaction, loyalty. The population of this study was 212 clients who used social welfare centers in Gyeongsang nam-do in Korea. The SPSS and Amos program were used to analyze the data for the study.
The following Conclusions were drawn from this study;
First, Service quality on social welfare center showed positive and direct effects on client satisfaction.
Second, Service quality on social welfare center showed positive and direct effects on loyalty.
Third, Client satisfaction on social welfare center showed positive and direct effects on loyalty.
Fourth, It showed that client satisfaction was found to be an important meditator to explain the relationship between service quality and loyalty on social welfare center.
On the bases of these results, this study provided some suggestions for effective social welfare program and education of welfare assistants for client satisfaction and loyalty.