Study on Consumer Counselors' Work Performance, Satisfaction and Willingness to Sustain the Work

소비자상담사의 업무수행, 만족도 및 업무지속의사에 대한 연구

This research examined the work performance by consumer counselors, evaluations of their counseling work, the level of their satisfaction, and willingness to sustain consumer counseling work among Consumer Agencies and also identified the variables influencing the evaluation scores on those. The results were summarized as follows. First, the evaluation scores on the work performance of consumer counseling were generally high and they turned out to be generally satisfied with their work. On the other hand, most counselors responded that they would continue their counseling work. Second, there were differences in evaluation scores about speed and specialized area of counseling among Consumer Agencies. Counselors who worked for the Korea Consumer Protection Board recorded high scores in those both criteria. There were differences in the willingness of counselors to continue their counseling work among Consumer Agencies, too. Third, the evaluation scores in six areas of counseling tasks were high when the degree of satisfaction of counselors were high or when agencies treated the counseling important. Fourth, when counselors earned more salaries and owned the experience of in-firm training and when the Consumer Agencies highly valued counseling as consumer tasks, the degree of satisfaction among counselors increased. Finally, when counselors were old, major in consumer science, and held regular work-schedule, they exhibited high degree of satisfaction in their counseling work and they showed greater willingness to sustain their counseling work.