직무 만족 및 불만족 요인이 중학교 기술담당 교사의 직무만족에 미치는 영향

김성일,장래찬 한국기술교육학회 2009 한국기술교육학회지 Vol.9 No.2

The purpose of this study was to investigate the influences of 5 satisfaction and 5 dissatisfaction factors on technology teachers' job satisfaction. The collected data from 122 technology teachers of the junior high schools in Chon-nam province, were analyzed and tested to find out the impact of the satisfaction factors and dissatisfaction factors on job satisfaction. Pearson r, t-test, and multiple regression were employed, and the level of significance was set on p<.05 or more by using SPSS program. The results of the study were as follows : The general job satisfaction level of the technology teachers was M = 3.85 at Likert scale. Their satisfaction levels were 3.76 with compounded satisfaction (motivation) factors and 3.28 with compounded dissatisfaction (hygiene) factors. The former is .48 higher than the latter. In the satisfaction levels of individual factors, responsibility was first, work itself second, and supervision skill subsequently went down. The satisfaction levels of these factors were higher than neutral(M = 3.00). On the other hand, the satisfaction levels of payment and work environment were a little lower than neutral. The teachers were more satisfied with the satisfaction factors than the dissatisfaction factors R = .726 and R² = .527 were found between teachers' job satisfaction and the combination of 10 factors-achievement, work itself, responsibility, recognition, opportunity for growth, recognition, job safety, work environment, salary, supervision skill, human relation. The independent variables were accountable for the change of the dependent variable-the job satisfaction. 본 연구에서는 중학교 기술교육을 담당하고 있는 교사들의 직무만족에 각각 5 개의 만족 요인과 불만족 요인들이 어느 정도 영향을 미치고 있는지를 조사 분석 했다. 이를 위해서 전남 지역의 중학교 기술담당 교사 122명을 대상으로 그들의 성별, 학교 위치 등의 배경 요인과 직무만족을 설문조사하여 얻은 자료를 SPSS 통계프로그램을 활용하여 Pearson r, t 검증 및 다중회귀분석을 통해 유의도 수준 p < .05 이상에서 분석, 검증했다. 교사들의 직무 만족도 평균은 Likert 척도에서 M = 3.85로 나타났다. 만족요인 들에 대한 그들의 만족도는 M=3.76, 불만족 요인들에 대한 만족도는 M=3.28로써 만족요인들에 대한 만족도가 높았다. 개별적인 요인들에 대한 교사들의 만족도는 책무성이 가장 높았고, 그 다음이 일 자체, 감독기술 순으로 나타났다. 이들의 만족도 수준은 모두 중도인 M=3.0보 다 높았다. 그러나 보수와 직무환경 요인은 중도보다 조금 낮았다. 교사들은 불만 족 요인보다 만족 요인에 더 높은 만족도를 보였다. 교사들의 직무만족에 대한 10개의 만족-불만족 요인들(성취, 일 자체, 책무성, 인정, 성장 가능성, 직업안정, 작업환경, 보수, 감독기술, 인간관계)의 조합은 유의 한 영향을 미치고 있었고, 그 중 만족 요인들의 조합이 불만족들의 조합보다 더 높은 영향을 주고 있는 것으로 나타났다.

경제적 어려움을 경험한 집단의 가족생활만족도와 영향요인

박종옥 한국FP학회 2019 Financial Planning Review Vol.12 No.1

The purpose of this study was to find family life satisfaction and its influence on a group that experienced economic difficulties. Data were obtained from 2017 12th Korea Welfare Panel Study, and 1,131 subjects, who had experienced economic difficulties for last year, were selected (economic difficulty experienced group). A total of 2,201 subjects, who had experienced other difficulties except for economic difficulties (other difficulty experienced group) and 3,112 subjects who had no any difficulties (no difficulty experienced group) were selected. Main results were as follows. First, family life satisfaction measured by a 7 point Likert scale revealed 5.50 for the total group, 5.04 for economic difficulty experienced group, 5.41 for the other difficulty experienced group, and 5.74 for no difficulty experienced group. For economic factors (expenditure/income index, monthly expenditure/total liquid asset index, total debt/total liquid asset index, total debt/total asset index, subjective income satisfaction), the levels of the group that experienced economic difficulties were the lowest out of the three groups. For psychological factors (depression, self-esteem), the group that experienced economic difficulties showed the most negative levels of three groups. For the family relation factors (spouse relation satisfaction, child relation satisfaction, stress from daily life), the group that experienced economic difficulties showed the most negative levels out of the three groups. Second, for the group experienced economic difficulties, family life satisfaction for men (husbands) was lower than that for women (wives). In addition, a lower depression and stress from daily life were associated with a higher self-esteem and spouse-child relation satisfaction, and the higher family life satisfaction. Furthermore, psychological factors and family relation factors had significant effects on family life satisfaction for all three groups. In contrast, economic factors, which did not show significant effect on family life satisfaction for the economic difficulty experienced group, had partially significant effects on family life satisfaction for other two groups. Third, a comparison of the influence levels based on the results of hierarchical regression analysis, family relation factors were the strongest factors influencing family life satisfaction, followed in order by the psychological factor, economic factors, and socio-demographic factor. Finally, based on the above main results, to enhance the family life satisfaction of the families who were having economic difficulties, and economic support policy would be necessary. On the other hand, family’s economic improvement might be not easy in a short period time. In that sense, psychological support programs, such as spouse support program, stress reducing program, and improving family relationship program might be helpful in enhancing family life satisfaction on the short term. 본 연구는 경제적 어려움을 경험한 집단의 가족생활만족도와 그 영향요인을 파악하고자 하였다. 이를 위해 제12차 복지패널 자료를 이용하여 총 6,444명을 대상으로, 지난 1 년간 경제적 어려움 집단 1,131명, 경제적 외의 어려움 경험집단 2,201명, 그리고 어떠한어려움도 경험하지 않은 집단 3,112명을 구분하여 분석하였다. 본 연구의 주요결과를 요약하면 다음과 같다. 첫째, 가족생활만족도는 전체집단이 7점 중 5.50이었고, 경제적 어려움 집단(5.04)이다른 하위집단에 비해 만족도가 가장 낮았으며, 경제적 요인(가계수지지표, 비상자금지표, 중기부채부담지표, 장기부채부담지표, 주관적 수입만족도) 및 심리적 요인(우울감, 자아존중감), 가족관계적 요인(배우자 및 자녀관계 만족도, 성역할관, 가정생활 스트레스) 모두 경제적 어려움 집단이 가장 부정적으로 나타났다. 둘째, 경제적 어려움 집단의 가족생활만족도는 우울감과 가정생활 스트레스가 낮을수록, 자아존중감과 배우자․자녀관계만족도가 높을수록 만족도가 높았다. 전체 및 다른하위집단 비교해보면, 심리적 요인과 가족관계적 요인은 유사한 결과를 보였으나, 경제적 요인은 경제적 어려움 집단에서는 유의하지 않았던 요인이 다른 집단에서는 부분적으로 유의하였다. 셋째, 위계적 회귀분석을 통하여 사회인구학적, 경제적, 심리적, 가족관계적 요인들이가족생활만족도를 어느 정도 설명하는지를 살펴본 결과, 전체 및 하위집단별 집단 모두에서 가장 영향력이 큰 것은 가족관계적 요인이었으며, 심리적 요인, 경제적 요인, 사회인구학적 요인의 순으로 나타났다. 이상의 연구 결론을 기초로 경제적 어려움을 겪고 있는 집단에 대한 정책적 지원 및심리상담을 통한 심리적 지지 및 관계 개선의 필요성을 제안하였다.

장애인표준사업장 근무 지체장애 근로자의 직무만족도 및 직무만족요인에 관한 연구

박석돈,서기석 한국지체.중복.건강장애교육학회 2010 지체.중복.건강장애연구 Vol.53 No.1

The purpose of this study is to examine job satisfaction level and job satisfaction factors of workers in the exemplary company for the physically disabled, which were introduced to increase employment of disabled workers, in order to improve working conditions and environment of those establishments and help the disabled with vocational rehabilitation through a substantial increase and maintenance of employment. The results obtained with this purpose can be summarized as follows:As for variables affecting job satisfaction by each factor of physically disabled workers, the colleague factor had the greatest effects on satisfaction with supervisors; the higher satisfaction with colleagues, the higher satisfaction with supervisors. Economic conditions and turnover were found to be variables greatly affecting the supervisor factor. The supervisor factor was shown to have the greatest effects on satisfaction with wage. In other words, the supervisor factor was affecting wage within a business of standard establishments for the physically disabled. Promotion and turnover were found to be variables affecting satisfaction with wage. The business factor had the greatest effects on satisfaction with promotion; as shown above, the job factor was found to affect job satisfaction with promotion. The wage factor was found to affect job satisfaction. It is implied that there are close relations between job satisfaction with wage and that with promotion. As for general characteristics, the disability grade was found to affect promotion: the higher disability grade of disabled workers within a business, the higher level of job satisfaction with promotion, which was probably because of the burden of promotion and restrictions on opportunities according to the disability grade in a business. The supervisor factor had the greatest effects on job satisfaction with colleagues: the higher satisfaction with supervisors, the higher satisfaction with colleagues. The job factor was found to have great effects on job satisfaction with colleagues, with marriage and turnover greatly affecting satisfaction with colleagues. Promotion had the greatest effects on job satisfaction with businesses: the higher satisfaction with promotion, the higher satisfaction with businesses. The service period was found to affect satisfaction with businesses. The variable affecting job satisfaction with turnover was found to be the business factor; turnover was considered according to satisfaction with businesses. Turnover had the greatest effects on the intra-workplace convenience facility factor; satisfaction with turnover was found to affect satisfaction with convenience facilities. On the basis of these results, it is necessary to conduct qualitative researches on implications of variables affecting satisfaction by each factor of job satisfaction in order to activate exemplary company worker for the disabled. 본 연구는 장애인표준사업장에서 근무 중인 지체장애 근로자들의 직무만족도를 파악해 사업장의 근로조건 및 작업환경 등을 개선하여 실질적인 취업확대 및 유지를 통해 장애인들의 직업재활에 도움을 주는 데 주된 목적이 있다. 이러한 연구목적을 토대로 직무만족 조사 설문지를 구성하여 장애인표준사업장 근로자를 대상으로 전국 69개 사업장에서 근무 중인 150명을 대상으로 통계분석을 실시한 결과를 보면, 첫째, 장애인근로자의 전체 직무만족에 있어서 전체 직무만족도는 평균이 3.22으로 중간 정도의 만족도를 보이는 것으로 나타났고, 요인별로는 동료에 대한 만족도(3.53)가 가장 높았고, 다음으로 감독에 대한 만족(3.43), 직무에 대한 만족(3.39), 편의시설의 만족(3.34), 업체에 대한 만족(3.24), 승진에 대한 만족(3.11), ,이직에 대한 만족(3.00), 보수에 대한 만족(2.74)의 순으로 나타나 보수에 대한 만족도가 가장 낮았다. 둘째, 장애인근로자의 요인별 직무만족에 영향을 미치는 변수들을 보면, 감독요인에 대한 만족도에 가장 큰 영향을 주는 것은 동료요인이고 동료에 대한 만족도가 높을수록 감독에 대한 만족도가 높았다. 경제상태와 이직수도 감독요인에 큰 영향을 주는 변수로 나타났고, 다음으로 보수요인에 대해 만족도가 가장 높은 영향을 주는 요인은 감독요인이 있었다. 또 승진요인과 이직횟수도 보수에 대한 만족도에 영향을 주는 변수였다. 전직·이직에 대한 직무만족에 있어 영향을 미치는 변수는 업체요인으로 업체요인의 만족도에 따라 전직·이직을 고려하는 것으로 나타났고, 직장내 편의시설요인에 대해 가장 큰 영향을 주는 요인은 이직요인으로 이직요인에 대한 만족도에 따라 편의시설에 대한 만족감을 영향을 주는 것으로 나타났다.

장애인거주시설 종사자의 직무만족요인이 직무만족도 및 이직의도에 미치는 영향

박승탁(Seoung-Tag Park) 영남신학대학교 2011 신학과 목회 Vol.36 No.-

The purpose of this study is to figure out job satisfaction of workers in the disabled residential facilities, find how to decrease turnover rate by analyzing job satisfaction factors, furnish basic data for establishing systematic and effective human resource management and personnel management system, and measure an economic factor, work environment factor, job specifications factor, external environment factor, human relations factor of job satisfaction factors, job satisfaction, and turnover intention. For this, a survey was carried out on a population of 200 workers in 6 residential for the disabled facilities located in A city, Gyeongsangbuk-Do by stratified random sampling from Aug. 11 to Aug. 28, 2011, using 191 copies except improper 4 copies of collected 195 copies. The main result of this study is as follows. First, the relationship between research variables showed that job satisfaction factors of workers in the disabled residential facilities, economic factor, work environment factor, job specifications factor, external environment factor, and human relations factor have a positive relationship with job satisfaction, and negative relationship with turnover intention. Second, workers in the disabled residential facilities showed the average moderate satisfaction by 3.13 in job satisfaction factors. Third, the difference in job satisfaction factors by sociological characteristics of workers in the disabled residential facilities showed that for sex, there is a difference in an economic factor, job satisfaction, and turnover intention. For service years, there was a difference in an economic factor, work environment factor, job specifications factor, external environment factor, human relations factor, job satisfaction, and turnover intention. For the number of the disabled, there was a difference in a work environment factor, job specifications factor, external environment factor, human relations factor, and turnover intention. Fourth, the relative influence between variables for job satisfaction factors of workers in the disabled residential facilities to improve job satisfaction showed that a human relations factor is the biggest influence, followed by a job specifications factor, economic factor, work environment factor, and external environment factor. Ffth, the relative influence for job satisfaction factors of workers in the disabled residential facilities to improve turnover intention showed that an economic factor is the biggest influence, followed by a external environment factor, job specifications factor, human relations factor, and work environment factor. Sixth, the biggest influence to job satisfaction factors of workers in the disabled residential facilities was turnover intention, and satisfaction of turnover intention had an effect on job satisfaction.

The effect of enjoyment factors on leisure satisfaction for middle-aged women participating in line dance

( Li Ra Song ),( Chul Won Lee ) 한국체육학회 2016 국제스포츠과학 학술대회 Vol.2016 No.1

Purpose: In this fast changing society, enjoyable leisure activity is necessary for women in middle ages since they are widely exposed to various types of stress and depressive disorder. This study has a purpose to investigate the effect of enjoyment factors on leisure satisfaction among middle- aged women who are participating in line dance. Method: This study is an exploratory research that targeted line dance participants in local community centers who are over 40s in Seoul and Gyeonggi area. Convenience sampling was used and 249 questionnaires were collected regarding enjoyment factors and leisure satisfaction. SPSS 23.0 program was used to analyze all the statistical methods. General characteristics result was drawn by frequency analysis, differences among enjoyment factors and leisure satisfaction were analyzed by t-test and ANOVA, and multiple regression analysis was used to analyze the effect of enjoyment factors on leisure satisfaction. Result: Firstly as a result of difference analysis by characteristics of participants, enjoyment factors were significantly difference by ages, duration of participation, weekly participation, and duration per a session but difference in leisure satisfaction were not significant. Secondly, as of correlation analysis, enjoyment factors and leisure satisfaction were closely correlated. Leisure satisfaction was closely correlated with sub-factors of enjoyment factors such as excitement, health, social, and self-realization. Lastly, some of the sub-factors of enjoyment factors, health, social, and self-realization, were significantly related to leisure satisfaction and its R-square value was .651. Conclusion: Among the middle-aged women participating in line dance, they showed differences in ages, duration of participation, weekly participation, and duration per a session but not in leisure satisfaction. It was confirmed that enjoyment factors and leisure satisfaction among middle-aged women participating in line dance are closely correlated. This study has statistically proven that some sub-factors of enjoyment factors; health, social, and self-realization, were significantly related to leisure satisfaction.

물류산업의 고용형태별 직무만족요인 비교 연구

안우철 ( Woo Chul Ahn ),이충효 ( Chung Hyo Lee ) 한국해운물류학회(구 한국해운학회) 2015 해운물류연구 Vol.31 No.3

물류산업은 국민경제에서 점차 큰 비중을 차지하고 있는데, 전체 취업자에서 차지하는 비중은 대체적으로 증가하는 경향을 보이고 있다. 그러나 물류산업은 다른 산업에 비해 비정규직 종사자가 전체 종사자에서 차지하는 비중이 낮은 편이나 비정규직 종사자들의 대부분이 임시직·파견직 종사자인 경우가 많으며, 특히, 화물자동차운송업의 종사상 지위별 종사자 비중은 정규직 비중이 타 업종에 비해 낮은 것으로 나타났으며, 지입제 등으로 특수한 상황으로 인해 고용의 질적 수준이 다른 산업에 비해 열악한 상황이다. 이에 본 연구에서는 통계청 도로화물운송업 종사자들의 고용형태에 따른 직무만족요인과 직무만족도 영향의 차이를 살펴보고 고용형태에 따른 직무만족요인을 비교 분석함으로써 도로화물운송업 종사자들의 근로의욕 고취 및 직무만족도 개선을 위한 선별적인 정책 개선방안을 제시하고자 한다. 분석결과 도로화물운송업 비정규직 근로자의 경우, 정규직과 달리 “의사소통 및 인간관계” 보다 “직업의 안정성”의 직무만족을 더 중요시 하는 것으로 나타났으며, 정규직과 비정규직 근로자 모두 “복지후생제도” 요인을 중요하게 생각하는 것으로 나타났다. This study aims to the improvement of job satisfaction and job satisfaction factor of road freight transport workers in the logistics industry. Also this study analyzed the effect of job satisfaction factor on job satisfaction by employment type of road freight transport workers(full-time/temporary). By comparing the difference of effect of job satisfaction factors on job satisfaction, we would suggest policies to improve work motivation and promote job satisfaction of road freight transport workers. Data from the 12th to the 15th which has been announced the labor panel in the Korea Labor Institute, 4 years of labor panel data was used. In addition, four years of Labor Panel data was extracted on the road freight transport. As a result of this study, in the case of full-time workers, the "communication and human relationships" and "welfare system" were derived as the most significant factors on job satisfaction which can enhance. On the other hand, "job stability" and "welfare" were derived as the most significant factors on job satisfaction which is higher levels for temporary workers. Thus, workers in the road freight transport were identified that appear to be the result of differences in job satisfaction factors influenced on job satisfaction by employment type. Unlike most of the previous studies compared differences the job satisfaction between full-time and temporary, this study compared with the impact of differences in the effect of job satisfaction factors on job satisfaction. In particular, temporary workers of road freight transport prefer that job satisfaction of "job stability" were more likely than "communication and human relationships" unlike the full-time workers. And all workers in the road freight transport considered that "welfare" was the significant factors. Therefore, logistics companies and the government will be established to improve the policies that can be improved by selecting the factors which declined the job satisfaction of temporary workers. Poor working to enhance work motivation and job satisfaction of temporary workers promote environmental and welfare with additional benefits(vacation, bonuses, insurance etc) is believed to have established support policies to increase subscription rates and stable employment. Therefore, in order to improve the job satisfaction of regular and non-regular workers in the logistics industry improvement, rather than a comprehensive approach requires screening for a variety of job satisfaction factors affecting job satisfaction, especially in the case of full-time workers, it should be a priority to increase communication and human relations within the organization, temporary workers in most cases, it should be a priority to increase the employment stability. In addition, it is necessary to relatively poor wages and working conditions was to enhance the support of the welfare system for temporary workers vulnerable to external shocks. This study, through panel regression analysis by applied Korea Labor Panel data, identified the effect of job satisfaction factors on job satisfaction difference in road freight transport workers of our country logistics industry in the side of the academic significance by employment type. In addition, the results of the this study contributes to critical to the government``s labor policy in logistics industry in terms of being able to apply a selective support policies for job satisfaction between full-time and temporary workers and the logistics company personnel policy.

직무만족 요인분석에 관한 연구 - 한국고용정보원 고용패널 데이터 활용을 중심으로

김호원,오성욱,이재춘 한국취업진로학회 2015 취업진로연구 Vol.5 No.2

본 연구는 직무만족도 변수들의 요인을 분석하기 위하여 한국고용정보원 2005 대졸자 직업이동경로 조사 1차년도 부터 3차년도 자료, 2009 대졸자 직업이동경로조사 1차년도 그리고 고졸자 직업이동경로 조사와 청년패널 자료를 활용하여 분석하였다. 왜냐하면 직무만족을 구성하고 있는 다양한 요인들이 존재하고 있음에도 불구하고 GOMS(대졸자이 동경로조사), HSGOMS(고졸자이동경로조사) 그리고 YP(청년패널) 자료를 기초로 한 다수의 보고서에 서 직무만족도 요인분석 과정에서 합리적이지 못한 부분이 적용되고 있었기 때문이다. 선행 연구들에서 직무만족도는 최소한 내재적 요인과 외재적 요인으로 구분되어 있다는 사실을 확 인하였다. 그러나 본 연구에서는 한국고용정보원 패널 데이터 분석 결과 탐색적 요인 분석에서는 직무 만족도 변수를 내재적 요인과 외재적 요인으로 구분할 수 없었으며, 확인적 요인분석을 통하여 두 개의 요인을 구분할 수 있었다. 그리고 고용패널 선행연구들에서 많이 사용한 전체 변수들을 분석에 이용한 경우를 또 다른 측정 모델로 구성하여 모두 5개의 측정 모델을 구성하였으며, 확인적 요인분석을 통해 모형 적합도를 확인한 결과, 2005 GOMS I, II, III과 2009 GOMS I 모두 일관되게 “인간관계”항목을 내 재적 요인에 포함하여 “직무내용”, “하고 있는 일의 자율성과 권한”, “개인의 발전가능성”항목으로 내재 적 요인을 구성한 모델(2009 GOMS I_3, 2005 GOMS III_3, 2005 GOMS II_3, 2005 GOMS I_3)이 가 장 우수한 적합도 수치를 나타내었다. 따라서 한국고용정보원 패널 데이터로 직무만족도에 대한 구체적인 연구를 진행하고자 하는 경우 탐색적 요인분석을 통하여 직무만족도 요인을 분류하기 보다는 그동안 선행연구를 기초로 내재적 요인 과 외재적 요인으로 구분한 후 확인적 요인분석을 실시하여 내재적 만족도와 외재적 만족도를 구분하 여 분석하는 것이 필요하다. 특히 연구주제가 직무만족도에 초점을 맞추게 되는 경우 본 연구에서 제안 하는 방법을 고려해 볼 필요성이 존재한다고 할 수 있다. In order to analyzes the factors of job satisfaction variables, This study were analyzed by 2005 GOMS I∼III, 2009 GOMS I, HSGOMS and YP employment panel data. Because despite the fact that there are various factors that make up the job satisfaction, not rational part was being applied in job satisfaction factor analysis from a number of reports on the basis of the GOMS(graduates flyway research), HSGOMS(high school graduates flyway research) and YP (Youth Panel) data . At least, In previous studies confirmed that the intrinsic job satisfaction factors and the extrinsic job satisfaction factors were separated. In this study, however, In that case of Korea Employment Information Service panel data analysis, exploratory factor analysis could not be separated by the intrinsic job satisfaction factors and the extrinsic job satisfaction factors. Just through confirmatory factor analysis was able to distinguish between the two factors. For the relationship of job satisfaction variables prior research has included extrinsic factors, if the configuration of relationships, relationships with colleagues and superiors supervision. However, in the case of Korea Employment Information Institute panel data the relationships is ambiguity whether the relationship is job duties intrinsic relationships or job duties external relationships Therefore, for confirmatory factor analysis three model was constructed. The first model included variables intrinsicl relationships. The second model is included a human relations for extrinsicl variables. The third model did not include any elements in the relationship. In addition, the development potential of individual variables was composed of more than a model in the intrinsic factor. Because through previous research the development of individual potential variables could not be sure that the intrinsic or extrinsic factors. And finally, the fifth confirmatory factor analysis model is measured using the whole lot of variables used in previous studies to analyze employment panel. And through confirmatory factor analysis confirmed the model fitness. The result 2005 GOMS I, II, III and 2009 GOMS I consistently “human relationships”, “job description”, “autonomy and authority of the work, “individuals development potential factors” the configured model intrinsic to the items (2009 GOMS I_3, 2005 GOMS III_3, 2005 GOMS II_3, 2005 GOMS I_3) showed the best fit value.Thus, when you want to proceed to a detailed study on job satisfaction by the KEIS panel data, on the basis of previous studies and to distinguish between the intrinsic job satisfaction factors and the extrinsic job satisfaction factors, it is necessary to analyze a confirmatory factor analysis. Research topic, especially when focused on job satisfaction in this study to suggest that there is a need to consider how you can. The present study is significant that proposed a way for a more systematic analysis of job satisfaction variables in that has been used indiscriminately through the analysis of research data from existing panel data.

소비자와 서비스제공자의 자동차정비서비스 만족도 척도 개발 및 차이 분석: 소비자의 경험과 서비스제공자의 예상을 중심으로

김영석 ( Youngseok Kim ),김시월 ( Siwuel Kim ) 한국소비자학회 2013 소비자학연구 Vol.24 No.1

본 연구는 자동차정비서비스 부문에서의 소비자만족도 향상을 위하여, 자동차정비서비스 제공자와 수혜자인 소비자의 만족요인을 분석하고, 자동차정비서비스 부문의 전체적인 만족도를 높이는 유용한 정보를 제공하고자 하였으며. 구체적으로는 자동차정비서비스 만족도 척도를 개발하고자 척도의 구성을 알아보았고, 자동차정비서비스 만족도척도의 신뢰도와 타당도를 알아보았다. 자동차정비서비스 만족도가 소비자인 수혜자와 제공자인 자동차정비 종사자의 각 특성별 차이가 있는지 알아보았고, 그리고 자동차정비서비스 제공자와 소비자의 만족도 차이를 알아보았다. 연구의 조사대상자 중에서 소비자는 자동차를 소유하고 자동차정비서비스를 이용한 소비자를 대상으로는 웹 서베 이로 조사하였으며, 자동차정비서비스 제공자는 자동차정비서비스에 종사하는 직원을 대상으로 직접 대면조사로 설문조사를 실시하였다. 그 결과, 자동차정비서비스 만족도의 척도를 구성하기 위하여 선행연구를 고찰한 후에 선행연구의 문항을 응용 및 수정하여 척도구성에 이용하였다. 전문가의 자문과 자동차정비서비스 제공자와 소비자의 의견을 검토하여 문항을 수정, 보완한 후 예비조사를 실시하였다. 자동차정비서비스 만족도 관련 척도를 웹 서베이와 직접 대면조사로 조사한 후 관련요인을 분류한 결과 탐색적 요인분석이 적정한 것으로 나타났으며, 요인Ⅰ을 문제해결 요인, 요인Ⅱ는 신뢰성 요인, 요인Ⅲ은 물리적 측면 요인, 그리고 요인Ⅳ는 인적자원 요인으로 명명하였다. 서비스 이용자인 소비자의 사회경제적 특성별 만족도 차이를 살펴본 결과, 문제해결 요인에서는 성별과 차량배기량에서, 신뢰성 요인의 경우에는 운전경력 부분에서만 유의한 차이를 보였다. 인적자원 요인의 경우 성별 부분에서, 물리적 측면 요인의 경우 성별, 운전경력에서 유의한 차이를 보였다. 그리고 자동차정비서비스 제공자인 직원과 수혜자인 소비자의 만족도 요인에 차이가 있는지 확인한 결과 문제해결 요인, 신뢰성 요인, 인적자원 요인, 물리적 측면 요인 등 모든 요인에서 소비자는 서비스제공자에 비해 낮은 만족도를 나타내는 유의한 결과가 나타났다. 또한 인적자원 요인에서 만족도가 가장 낮았고, 문제해결 요인은 만족도가 가장 높게 나타났다. 이러한 결과는 소비자의 신체적 안전과 고가격의 자동차서비스는 유료의 서비스 제공으로 많은 소비자의 관심사이며, 그로 인하여 서비스제공자인 자동차정비서비스종사자보다 만족도가 낮게 나타났다. 따라서 자동차서비스의 소비자만족도를 상승시키기 위한 가격표준화, 정비표준화 그리고 관련 가이드라인 등이 구비되어야 하며, 서비스제공자를 위한 부단한 재교육과 역량강화가 요구된다. 또한 서비스 제공자와 수혜자의 부단한 커뮤니케이션이 요구된다. The purpose of this study is to analyze satisfaction factor of car repair service satisfaction between service offerer and consumer(service user) and to provide useful information enhancing overall satisfaction of car repair service for the satisfaction elevation in the car service field. For this purpose, it needed to develop and value measurement of satisfaction factor on car repair service. So our researchers examined what the established factors were composed of questions, and whether the factors could be trusted and verified. Through the newly developed factor, our researchers investigated whether there is a car repair service satisfaction gap in each matrix, and a satisfaction gap between service offerer and consumer through survey. Consumers who were owner drivers and had made use of car repair service, but not the employees of car-related company, were web-surveyed by panel. Service Offerers who were employees of car repair service company were surveyed face to face. Preliminary research was done March the fifth through the ninth in 2012, Web survey as the primary research was performed from June 26 to July 30 in 2012, direct research was carried out July 2 through July 30 for a month. As the result of the survey, 200 consumers and 126 service offerers responded. The responses seemed to be sincere and trustworthy. So all the responses were took into accounted for this study. As a result, for the purpose of establishing the car service satisfaction factor, our researchers examined the precedent study, corrected and applied it to the constitution of the factor. From the expert consultation and the examination into the opinions of the car repair service offerer and consumer, we corrected and supplemented the matrix, after that, our researchers executed the preliminary research. After examining the car repair service satisfaction factor by means of web survey and direct survey, as the result of classifying the related elements, exploratory factor analysis seemed to be adequate. It named the first factor the problem solving factor, the second factor the reliance factor, the third factor the physical phase factor, the fourth factor the human resources factor. With the result of looking into the difference of the consumers`` population and economical feature, there was a significant difference regarding the sex and car displacement in the area of the problem solving factor and regarding only the drive career in the area of the reliance factor. And there was a significant difference regarding the sex in the area of the human resources factor and regarding the sex, drive career in the area of the physical phase factor. And with the result of looking into the satisfaction gap between the car repair service offerers and consumers, in all the factors of the problem solving, reliance, human resources, physical phase, there appeared the significant result that consumers showed low satisfaction compared with service offerers. This result shows that because the consumer``s bodily safety and high-priced car services are charged, they are consumers`` concerns, thus consumers`` satisfaction degree becomes lower than that of the offerers. For that reason, car service price standardization, maintenance standardization, and guide line should be prepared, constant education and capacity reinforcement are required. And car repair offerer will be more concern about car repair service and service satisfaction by consumer, because consumer is different concern on car repair service by consumer literacy.

등급별 호텔 프론트 종사원의 직무만족 요인의 비교연구

박종철 ( Jong Chul Park ) 한국문화관광학회 2008 문화관광연구 Vol.10 No.2

This paper compared and analyzed duty satisfaction factor through empirical survey and analysis on tourist hotel in Seoul area to find the difference in duty satisfaction factor by the level of tourist hotel after analyzing duty satisfaction factor by Front Office worker of each level of tourist hotel. Results of this research are like follows First, It was low level, duty satisfaction was low. Second, Men were higher than women in duty satisfaction and duty satisfaction of the old was high in individual factor and duty context. Third, duty satisfaction factor was significantly different according to general character of hotel. In case of duty context factor, the worker who majored the department concerned to tourist was higher than other person in duty satisfaction. In case of individual factor, the man who had long period of service was higher than other person in duty satisfaction. In case of working environment factor and whole organization factor, the man who had long period of service was higher than other person in duty satisfaction too.

드럭스토어 체험 요인이 매장 방문 경험 만족도에 미치는 영향

이상은 한국피부과학연구원 2018 아시안뷰티화장품학술지 Vol.16 No.2

Purpose: This study investigated the effects of drugstore experience factors on customers’ satisfaction with shop-visit experience, with regard to the environmental stimuli provided by a Korean drugstore, which reflects the changing state of the beauty market. Methods: Convenience sampling was conducted with women in their 20s who had visited drugstores. Cronbach’s α coefficient determined the reliability of their satisfaction. Furthermore, correlation analysis and multiple regression analysis were conducted to investigate the influence of drugstore experience factors on customers’ satisfaction with shop-visit experience. Results: Regarding the correlation between the drugstore experience factors and customers’ satisfaction with their shop-visit experience, the following factors can be ranked in the order of a high correlation: brand act, think, sense, relate, and feel. It was found that the higher the brand act factor, brand sense factor, brand relate factor, and brand think factor, the higher was the customers’ satisfaction level of shopvisit experience. Conclusion: The results of this study suggest that the drugstore experience factors affect customers’ satisfaction with their visits to drugstores and the overall experience factors are important factors in satisfaction. Particularly, act factors had the greatest influence on customers’ satisfaction with their shop-visit experience, which suggests that direct consumer experience would have a greater influence on their purchasing act. 목적: 본 연구는 변화되고 있는 뷰티시장의 형태를 반영한 한국형 드럭스토어가 제공하는 환경적 자극에 대해 실무적 체험요인이매장 방문 경험 만족도에 미치는 영향관계를 규명하고자 한다. 방법: 드럭스토어 방문 경험이 있는 20대 여성을 대상으로 편의 표집하였다. 만족도의 신뢰도는 Cronbach's α 계수로 판단하였고, 드럭스토어 체험요인이 매장 방문 경험 만족도에 미치는 영향을 알아보기 위하여 상관분석과 다중회귀분석을 실시하였다. 결과: 드럭스토어 체험 요인과 매장 방문 경험 만족도와의 상관관계는 브랜드 행동요인, 인지요인, 감각요인, 관계요인, 느낌요인 순으로 높은 상관관계가 있는 것으로 나타났다. 브랜드 행동요인과 브랜드감각요인, 브랜드 관계요인, 브랜드 인지요인이 높을수록 매장 방문 경험 만족도가 높은 것으로 나타났다. 결론: 체험요인이 드럭스토어 방문 경험 만족도에 영향을 미치는 것을 알 수 있으며 총체적인 체험요인이 만족도에 작용하는 중요한 요소임을 시사한다. 특히 행동 요인은 매장 방문 경험 만족도에 영향력이 가장 크게 나타난 것으로 보아 소비자가 직접 체험한 후 구매행동으로 미치는영향이 더욱 클 것으로 사료된다.