요양보호사의 직무만족이 서비스 질에 미치는 영향

국문 초록 (Abstract)

본 연구는 요양보호사들의 직무만족과 서비스 질을 알아보고, 직무만족 수준에 따라 서비스 질을 살펴봄으로써 재가복지서비스사업의 질적 향상에 필요한 기초자료를 제공하는 데에 그 목적이 있다.
이러한 연구목적을 달성하기 위해 대구광역시 소재 재가복지시설에 종사하는 요양보호사를 대상으로 설문조사를 실시하였다. 수집된 자료는 SPSS WIN 13.0 프로그램을 이용하여 분석하였으며, t-test(검증)와 Correlation(상관관계분석)을 실시하였다. 그 결과 다음과 같은 결론을 얻었다.
첫째, 요양보호사들은 직무만족이 보통 수준보다 높았으며, 하위요인별로는 동료에 대한 만족이 가장 높았고, 다음으로 감독, 직무, 기관, 보수 순으로 나타났다.
둘째, 일반적 특성에 따른 직무만족은 연령에 따라 이직에서 유의미한 차이가 있었으며, 연령별로는 50세 이상인 요양보호사가 49세 이하인 요양보호사보다 이직의도가 높았고, 학력과 종교 유무, 그리고 요양보호사가 된 이유에 따라서는 차이를 보이지 않았다. 근무경력별로는 3～6개월인 요양보호사가 다른 요양보호사보다 보수에 대한 만족이 높으며, 급여체계별로는 시간급인 요양보호사가 그렇지 않은 요양보호사보다 감독과 동료, 기관에 대한 만족, 그리고 직무만족이 높았고, 월소득별로는 80만원 미만인 요양보호사가 80만원 이상인 요양보호사보다 이직 의도가 높았다. 또한 하루 평균 근무시간별로는 7시간 이상인 요양보호사가 다른 요양보호사보다 이직의도가 높았으며, 1주 담당 요호보대상 노인 수별로는 1～3명인 요양보호사가 4명 이상인 요양보호사보다 직무와 감독, 보수, 기관에 대한 만족, 이직의도, 그리고 직무만족이 높았다.
셋째, 요양보호사들은 서비스 질이 높았으며, 하위요인별로는 감정이입이 가장 높았고, 다음으로 신뢰성, 보증성, 대응성 순으로 나타났다.
넷째, 일반적 특성에 따른 서비스 질은 연령과 학력, 종교 유무, 근무경력, 월소득, 그리고 요양보호사가 된 이유에 따라 차이를 보이지 않았으나 급여체계별로는 시간급인 요양보호사가 그렇지 않은 요양보호사보다 대응성과 유형성, 그리고 서비스 질이 높았다. 하루 평균 근무시간별로는 5～6시간인 요양보호사가 다른 요양보호사보다 보증성과 유형성, 그리고 서비스 질이 높았으며, 1주 담당 요보호대상 노인 수별로는 1～3명인 요양보호사가 4명 이상인 요양보호사보다 유형성이 높았다.
다섯째, 직무만족과 서비스 질의 관계에 대해 살펴본 결과, 요양보호사들은 직무와 감독, 보수, 동료, 기관에 대한 만족, 그리고 직무만족이 높을수록 신뢰성과 대응성, 보증성, 감정이입, 유형성, 그리고 서비스 질이 높은 것으로 나타났다.
이상과 같이 요양보호사들의 직무만족 수준은 서비스 질에 영향을 미치므로, 요양보호사들의 직무만족도를 향상시키기 위해서는 근무조건에 대한 개선이 필요하며, 조직적 차원에서 요양보호사들의 발전을 위한 교육 기회가 제공되어야 할 것이다.

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate job satisfaction and service quality of domestic care professionals and profile the quality of their services depending on their job satisfaction, so that it can provide reference materials required for better quality of home care service project.
In order to meet the above purpose, this study surveyed care professionals working for home care facilities located in Daegu metropolitan city. All valid data collected from this survey were analyzed using SPSS WIN 13.0 program, as well as t-test and correlation analysis. As a result, this study could come to the following conclusions :
First, it was found that care professionals had higher job satisfaction than usually expected, and in terms of subordinate factors on job satisfaction, they felt most satisfied at their co-workers, which was followed by supervision, job, institution and pay respectively.
Secondly, in view of care professionals' job satisfaction depending on their general demographic characteristics, it was found that the older age was closely associated with the higher intentions to turn over. Depending on age, care professionals over 50 were closely associated with the higher intention to turn over than those under 49. However there was not any significant difference in their intention to turn over depending on their education level, religion and the reason why they selected care professional as their occupation. Depending on working career, it was found that care professionals whose working career ranged from 3 to 6 months felt more satisfied with their pay than other care professionals. Depending on pay system, it was found that part-time care professionals felt more satisfied with their supervisors, co-workers, institution and jobs than full-time ones. Depending on monthly income, it was found that care professionals earning under 800 thousands won were closely associated with the higher intentions to turn over than those over 800 thousands won. Depending on daily average working hours, it was found that care professionals who worked longer than 7 hours revealed stronger intentions to turn over than other care professionals. Depending on weekly number of aged people requiring care and protection, it was found that care professionals who cared for 1 to 3 aged people felt more satisfied at their jobs, supervisors, pay, job and institution with lower intention to turn over than those who cared for 4 or more aged people.
Thirdly, it was found that care professionals gave high quality services to aged people, and the subordinate factors on their service quality were represented primarily by empathy, which was followed by reliability, assurability and responsiveness respectively.
Fourthly, as for the care professionals' service quality depending upon their general demographic characteristics, it was found that there was no significant difference in their service quality depending on their age, education level, religion, working career, monthly income and reason why they chose to work as care professional. But depending upon pay system, it was found that part-time care professionals had higher responsiveness, tangibility and service quality than other care professionals. Depending on daily average working hours, it was found that care professionals who worked for 5 to 6 hours a day had higher assurability, tangibility and service quality than other care professionals. And depending upon the weekly number of aged people requiring care and protection, it was found that care professionals who cared for 1 to 3 aged people had higher tangibility than those who cared for 4 or more aged people.
Fifthly, as for the relationship between job satisfaction and service quality, it was found that the higher the satisfaction with job, supervisor, pay, co-workers, institution, the higher the reliability, responsiveness, assurability, empathy, tangibility and service quality.
In conclusion, care professionals' job satisfaction had effects on service quality. Thus, in order to improve their job satisfaction, it is necessary to improve their working conditions and also provide good educational opportunities for them to develop in the organizational aspect.

목차 (Table of Contents)

• 1. 서론 1
• 1.1 문제제기 1
• 1.2 연구의 목적 3
• 1.3 연구의 내용 3
• 2. 이론적 배경 4
• 2.1 노인요양장기보험 4
• 2.2 요양보호사 10
• 2.3 직무만족과 서비스 질 14
• 2.4 선행연구 고찰 22
• 3. 연구방법 25
• 3.1 연구대상 25
• 3.2 측정도구 25
• 3.3 자료수집 27
• 3.4 자료분석 27
• 4. 연구 결과 및 해석 29
• 4.1 조사대상자의 일반적 특성 29
• 4.2 직무만족도 31
• 4.3 서비스 질 42
• 4.4 직무만족도와 서비스 질과의 관계 52
• 5. 결론 및 제언 54
• 5.1 결론 54
• 5.2 제언 56
• 참고문헌 57
• 부록 60
• 영문초록 66
• 국문초록 71