多文化家族支援센터 從事者의 서비스品質 影響要因分析 : 職務滿足과 組織沒入을 중심으로 = (A) study on the determinants of multicultural family support center workers' service quality : focused on job satisfaction and organizational commitment

다국어 초록 (Multilingual Abstract)

According to the social change, Korea is becoming a multicultural society from homogeneous one. This phenomenon causes some social problems.
Government has provided various support system for multicultural families managed by Ministry of Gender Equality and Family. However, the beneficiaries of Multicultural Family Support Center are not satisfied with the policy. Moreover, Multicultural Family Support Center workers also are dissatisfied with their job due to the inadequate service, labor shortage of the service center, lacking of diverse program and insufficient program operating time and so on.
This study examines the effect of job satisfaction and job commitment to service quality empirically. Data were collected from survey in Daejeon Metropolitan City, Chungcheongnam-do, and Chungcheongbuk-do. Responses for all items were measured by a 5-point scale(1, "strongly dissatisfaction", to 5 "strongly satisfaction").
Empirical analysis using SPSS for Windows 19.0 program reliability(Cronbach's α), descriptive statistics, t-test, analysis of variance(ANOVA), multiple regression analysis was carried out. This study used at the 0.05 significance level.

The results of this study are as follows.
First, the workers show 4.08 in relationship with co-workers, 3.33 in personnel system, 2.57 in pay level, 4.85 in leadership, and 3.95 in overall satisfaction level. As descriptive above, the relationship level with co-workers is highest of all, and the lowest factor is pay level.
Second, concerning organizational commitment, it shows 4.09 in affective commitment, 3.21 in continuance commitment, 3.15 in normative commitment. Totally, the level of affective commitment is the highest and normative commitment is the lowest.
Third, the survey shows 4.38 in service quality. The workers think that their service quality is high enough relatively.
Forth, the analysis shows that education and training, leadership, and job satisfaction are positive correlations with service quality. The pay level is negative correlation between service quality.
Fifth, concerning job commitment, results shows a positive correlation between affective commitment and service quality.

Based on this research, we put forward policy proposal as follows.
First, it is necessary to improve job satisfaction through raising pay level. Especially their the wage level have to be similar to the level of social welfare organization workers'.
Second, the workers contract with Multicultural Family Support Center for one year. It causes high turnout rate of them. The multicultural family has been on increase in Korea and it is necessary to give greater opportunity for advancement to the workers. For this, each center has to expand the organization size and increases staff.
Third, effective education and training for the worker is needed to improve service quality. The training contents and methods are suitable for the employee and the workers could be content with the programs.
Forth, the workers are dissatisfied with the employee evaluation. So, objective and impartial evaluation system has to be operated.
Fifth, their irregular work condition makes their low satisfaction for their job, so it is necessary to guarantee two years for the work period at least. Also, without any great faults for workers, further extension is legalized and the center has to change their temporary positions to permanent ones.
Sixth, the leaders of the center have to manage their organization more actively and guide their staff effectively as manager.
Seventh, central government, local government and the Multicultural Family Support Center try to provide good work condition for them to work hard with a sense of duty and long period. The more they work and the older ages they have, they show a strong attachment to their work and it could lead to good service quality.
As a result, the improvement of work condition for Multicultural Family Support Center worker is more important than anything else. This will be able to contribute in social integration in multicultural society and bring the good effects of national development in Korea.

목차 (Table of Contents)

• 제1장 서 론 1
• 제1절 연구의 목적 1
• 제2절 연구의 범위 및 방법 4
• 1. 연구의 범위 4
• 2. 연구의 방법 5
• 제2장 이론적 고찰 7
• 제1절 다문화가족지원센터에 관한 이론적 논의 7
• 1. 다문화주의와 다문화가족 7
• 2. 다문화가족지원센터의 필요성과 법적 근거 16
• 제2절 직무만족에 관한 이론적 논의 32
• 1. 직무만족의 개념과 중요성 32
• 2. 직무만족의 이론적 배경 33
• 3. 직무만족의 결정요인 40
• 제3절 조직몰입에 관한 이론적 논의 46
• 1. 조직몰입의 개념 46
• 2. 조직몰입의 개념구성 47
• 3. 조직몰입의 결정요인 49
• 제4절 서비스 품질에 관한 이론적 논의 51
• 1. 서비스 품질의 개념과 중요성 51
• 2. 서비스 품질 측정 모형 53
• 제5절 선행연구 56
• 제3장 연구설계 및 실증분석 59
• 제1절 연구설계 59
• 1. 연구모형 59
• 2. 조사도구 60
• 3. 설문지 구성 62
• 4. 자료수집 및 분석방법 63
• 제2절 조사도구의 타당성 및 신뢰도 검증 65
• 1. 조사대상자의 일반적 특성 65
• 2. 타당성 및 신뢰성 검증 67
• 3. 상관분석 70
• 제3절 종사자의 직무만족 71
• 1. 직무만족의 빈도분석 71
• 2. 직무만족의 배경변수별 차이검증 72
• 제4절 종사자의 조직몰입 84
• 1. 조직몰입의 빈도분석 84
• 2. 조직몰입의 배경변수별 차이검증 85
• 제5절 종사자의 서비스 품질 및 영향요인 90
• 1. 서비스 품질의 빈도분석 90
• 2. 서비스 품질의 배경변수별 차이검증 91
• 3. 직무만족의 서비스 품질 영향요인 93
• 4. 직무만족 및 배경변수의 서비스 품질 영향요인 95
• 5. 조직몰입의 서비스 품질 영향요인 97
• 6. 조직몰입 및 배경변수의 서비스 품질 영향요인 98
• 7. 직무만족, 조직몰입의 서비스 품질 영향요인 99
• 8. 직무만족, 조직몰입, 배경변수의 서비스 품질 영향요인 100
• 제4장 연구결과의 종합논의 및 정책적 함의 103
• 제1절 연구결과의 종합논의 103
• 1. 빈도분석 103
• 2. 배경변수별 차이검증 104
• 3. 서비스 품질의 영향요인 106
• 제2절 정책적 함의 108
• 1. 종합적 함의 108
• 2. 직무만족과 조직몰입의 함의 109
• 제5장 결론 112
• <참고문헌> 114
• <부록> 설문지 122
• Abstract 126