Analysis of the Relative Importance of Coaching Service Quality

초록

This study aims to analyze the relative importance between determinants and factors of coaching service quality. For this purpose, the hierarchical factors of coaching service quality are drawn by reviewing literature on coaching and using Delphi technique, and survey was conducted on expert coaches in the coaching field to analyze the relative importance of coaching service quality. As a result of analysis, the relative important of primary hierarchical factors of coaching service quality factors were Reliability, Expertise, Empathy, Responsive-ness, Effective-ness, and Tangibles from highest to lowest. In addition, the result of combined importance on secondary hierarchical factors showed Listening Actively, Positive Feedback, and Ethical Practice as important factors. Such results may be interpreted as establishing foundation of coaching relationship and forming close confidential relationships are important in improving coaching effects. Result of this study may be used as basic data in establishing an academic knowledge system of coaching and expanding the base for coaching. © 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.

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