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지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학위논문
- 저자정보
- 지도교수
- 김판수
- 발행연도
- 2013
- 저작권
- 경북대학교 논문은 저작권에 의해 보호받습니다.
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초록· 키워드
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This study is about how maintain customers which is most important thing in service area. Service itself is also considered important in public service area. To improve service quality improvement and maintain customers, job satisfaction of internal employees. This study measures internal employees job satisfaction and the effect on service quality, customer satisfaction and customer loyalty by job satisfaction.
Job satisfaction was measured by the employees in Daegu Metropolitan Transit Corporation(DTRO) who provide service to customers. The development of tool to measure job satisfaction is based on previous studies. ''work environment'', ''job contents'', ''coworker relationship'', ''supervisor relationship'', ''pay'' and ''performance appraisal'' were used to measure job satisfaction. The service quality was measured by using SERVQUL 22 question which was developed by Parasuraman, Zeithamal & Berry(1988). The survey was conducted on the customers who used city train at least one time. The questions about customer satisfaction and customer loyalty were made based on previous studies.
The research result can be summarized like this. First, job satisfaction affect service quality partly. ''performance appraisal'', ''coworker relationship'', pay'' significantly affect on service quality but ''supervisor relationship'', ''job contents'' ''work environment'' does not affect significantly on service quality. Second, among elements in service quality, ''tangibility'', ''reliability'' affect positively on customer satisfaction. Third, customer satisfaction positively affect on customer satisfaction. Based on these research, this study suggest several limitations of this study and future studies.
Job satisfaction was measured by the employees in Daegu Metropolitan Transit Corporation(DTRO) who provide service to customers. The development of tool to measure job satisfaction is based on previous studies. ''work environment'', ''job contents'', ''coworker relationship'', ''supervisor relationship'', ''pay'' and ''performance appraisal'' were used to measure job satisfaction. The service quality was measured by using SERVQUL 22 question which was developed by Parasuraman, Zeithamal & Berry(1988). The survey was conducted on the customers who used city train at least one time. The questions about customer satisfaction and customer loyalty were made based on previous studies.
The research result can be summarized like this. First, job satisfaction affect service quality partly. ''performance appraisal'', ''coworker relationship'', pay'' significantly affect on service quality but ''supervisor relationship'', ''job contents'' ''work environment'' does not affect significantly on service quality. Second, among elements in service quality, ''tangibility'', ''reliability'' affect positively on customer satisfaction. Third, customer satisfaction positively affect on customer satisfaction. Based on these research, this study suggest several limitations of this study and future studies.
목차
Ⅰ. 서 론 = 11. 연구의 필요성 및 목적 = 12. 연구방법 및 범위 = 3II. 이론적 고찰 및 선행연구의 검토 = 41. 이론적 고찰 = 41) 직무만족 = 4(1) 직무만족의 본질 = 4(2) 직무만족의 영향요인 = 52) 서비스품질 = 93) 고객만족 = 134) 고객충성 = 162. 선행연구의 검토 = 181) 직무만족과 개인특성 = 182) 서비스품질과 고객만족 = 183) 고객만족과 고객충성 = 19III. 연구방법 및 절차 = 201. 연구가설 = 202. 분석방법 = 213. 자료수집 및 인구통계학적 특성 = 23Ⅳ. 실증분석 = 251. 신뢰성 분석 및 탐색적 요인분석 = 252. 가설의 검증 = 291) 가설 1의 검증 = 292) 가설 2의 검증 = 40(1) 상관관계분석 = 40(2) 다중회귀분석 = 42(3) 단계별 회귀분석(stepwise regression) = 433) 가설 3의 검증 = 444) 가설 4의 검증 = 45Ⅴ. 결 론 = 501. 연구의 요약 = 502. 연구의 시사점 및 향후 연구방향 = 53참고문헌 = 56영문초록 = 61부록1. 설문지(직원용) = 63부록2. 설문지(고객용) = 67
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