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초록
The purpose of this study is to find out the influence of job satisfaction of Seoul-type Kiwoom Center workers on the service effectiveness of users and to verify the mediating effect of service quality. To this end, a survey was conducted on 206 employees and users of the Kiwoom Center in our Seoul-type neighborhood. The results of the study are as follows. First, it was found that the job satisfaction of workers at the Seoul-type Kiwoom Center in our neighborhood affects service quality. Second, it was found that the service quality of Seoul-type Kiwoom Center workers affects service effectiveness. Third, it was found that there was a mediating effect of service quality in the relationship between job satisfaction of Seoul-type Kiwoom Center workers and the service effectiveness of users. Based on the results of this study, in order to increase the service effectiveness of the Seoul-type Kiwoom Center, practical suggestions for improving the service environment of workers and considering the characteristics of users were presented.
키워드
- 제목
- 우리동네키움센터 종사자의 직무만족이 서비스 품질을 매개하여 이용자의 서비스 효과성에 미치는 영향
- 제목 (타언어)
- The impact of job satisfaction of employees at Our Neighborhood Kium Center on service effectiveness of users through service quality
- 저자
- 이시내; 김옥녀
- 발행일
- 2024-12
- 저널명
- 한국과 국제사회
- 권
- 8
- 호
- 6
- 페이지
- 607 ~ 637