품질경영학회지 (Journal of Korean Society for Quality Management)

  • 제44권1호
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  • Pages.121-138
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  • 2016
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  • 1229-1889(pISSN)
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  • 2287-9005(eISSN)
한국품질경영학회 (Korean Society for Quality Management)
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고객만족교육에서 서비스몰입에 영향을 미치는 요인에 관한 연구: 금융기관 종사자를 중심으로

A Study on the Factor Affecting the Service Commitment in Customer Satisfaction Education: Focused on Financial Institute Employee

  • 배인정 (숭실대학교 대학원 경영학과) ;
  • 박소은 (숭실대학교 대학원 경영학과) ;
  • 최정일 (숭실대학교 경영학부)
  • Bae, Injoung (Graduate School of Business Administration, Soongsil University) ;
  • Park, Soeun (Graduate School of Business Administration, Soongsil University) ;
  • Choi, Jeongil (College of Business Administration, Soongsil University)
  • 투고 : 2016.01.07
  • 심사 : 2016.02.15
  • 발행 : 2016.03.31
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초록

Purpose: Financial institute employees have various education programs for enhancing customer satisfaction. The purpose of this study is to explore critical factors that affect the service commitment in the financial institution and to propose the implication for employee's service involvement. Methods: This study is intended to identify how service quality of education, servicescape, and learning motivation affect the service commitment. The research model proposed in this study is tested via a survey of 322 employees for financial institution employees. Results: This study shows that tangibles, reliability, assurance and ambient condition, physical structure, symbolic artifacts and internal motivation, extrinsic motivation significantly influence education satisfaction. Tangibles, reliability and ambient condition, physical structure, symbolic artifacts and internal motivation significantly influence affective service orientation and that tangibles, reliability, assurance and extrinsic motivation significantly influence altruistic service orientation. It also verifies that education satisfaction affective service orientation, and altruistic service orientation positively affect service commitment. Conclusion: This study suggests critical factors to promote service commitment in the financial institute. It has focused on not only the service quality of education program, but also servicescape and learning motivation as the meaningful factors for increasing the employee's service involvement.

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