디지털융복합연구 (Journal of Digital Convergence)

  • 제18권4호
  • /
  • Pages.23-35
  • /
  • 2020
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

소상공인의 일터학습과 서비스품질간의 관계에 관한 연구: 직무만족의 매개효과

A Study on the Relationship between Workplace Learning and Service Quality of Small-Enterprise: Mediating Effect of Job Satisfaction

  • 최정희 (대전대학교 융합컨설팅학과) ;
  • 현병환 (대전대학교 융합컨설팅학과)
  • 투고 : 2020.02.05
  • 심사 : 2020.04.20
  • 발행 : 2020.04.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구는 기업연구에 유의한 영향을 미쳤던 일터학습에 관한 선행 연구사례를 배경으로 연구하게 되었다. 열약한 소상공인에게 일터학습의 참여기회를 간직하게 함으로써 문제점 해결과 보완 능력을 향상시키고 실천적 성장의 기회를 강화하기 위함이며, 교육, 정책 제도적 창치를 제안하기 위함이다. 따라서 소상공인의 일터학습, 직무만족, 서비스품질 간의 관계규명을 위해 선행연구를 배경으로 연구가설을 설정하였고 실증분석을 실시하였다. 203건의 설문 결과를 SPSS 18.0 프로그램으로 분석하였다. 분석결과 첫째. 일터학습은 직무만족에 부분적 정(+)의 영향을 미쳤다. 둘째. 일터학습은 서비스품질에 부분적 정(+)의 영향을 미쳤다. 셋째. 일터학습과 서비스품질 간의 관계에서 직무만족이 완전 매개 역할을 나타냈다. 이를 통해 일터학습의 하위요인 형식적 학습은 소상공인의 열약한 환경에 따라 외부교육 및 자체교육 그리고 체계화, 구조화 등 교육환경의 부제로 직무만족과 서비스품질에 영향을 미치지 못하는 것으로 연구되었다. 따라서 경영, 경제, 사회적 시각으로 소상공인의 열약한 환경을 그대로 드러내고 있음을 확인할 수 있었으며, 이러한 문제점 보완을 위해 정부기관 또는 지자체에 소상공인의 성장과 발전의 기회를 강화하기위한 교육, 정책, 제도적 장치를 제안할 수 있을 것이다. 이와 같은 연구결과가 유의하게 나왔음에도 불구하고 한계점은 있을 수 있다. 따라서 향후 다양한 표본으로 다양한 분야에서 추가 연구가 이루어 져야 할 것이며, 더 나아가 향상된 서비스품질 및 경영성과를 향상시킬 수 있는 학문적 실무적 관계에서도 연구가 이루어져야 할 것이다.

This study is based on prior research cases on workplace learning, which had a significant impact on corporate research. To improve problem solving and supplementing ability by keeping the opportunity to participate in workplace learning for the weak small business owners and to strengthen opportunities for practical growth, and to propose education, policy and institutional windowing. Therefore, to establish the relationship between small business owners' workplace learning, job satisfaction, and service quality, a research hypothesis was set in the background of prior research and empirical analysis was conducted. The results from 203 questionnaires were analyzed with SPSS 18.0 program. As an analytical result, first, workplace learning had a partial positive (+) impact on job satisfaction. Second, workplace learning had a partial positive (+) impact on service quality. Third, in the relationship between workplace learning and service quality, job satisfaction played a full mediating role. From this, it was found that formal learning, the subfactor of workplace learning did not have an impact on job satisfaction and service quality, as subtitle of educational environment including offsite training and self education, systematization, and structuralization depending on the poor environment of small enterprises. Therefore, it was found that small enterprises' poor environment was revealed from the managerial, economic and social perspectives and to compensate such defect, educational, policy, and institutional strategies to strengthen the opportunity for growth and development of small enterprises can be suggested to the governmental agencies or local governments. Despite the significant results of this study, there may be limitations. Therefore, further studies should be conducted in various fields with various samples in the future, and further studies should be conducted in academic and practical relationships that can improve the service quality and management performance.

키워드

참고문헌

  1. D. Boud & H. Middleton. (2003). Learning from others at work: communities of practice and informal learning. Journal of workplace learning, 15(5), 194-202. https://doi.org/10.1108/13665620310483895
  2. A. Hausman. (2005). Innovativeness among small businesses: Theory and propositions for future research. Industrial Marketing Management, 34(8), 773-782. https://doi.org/10.1016/j.indmarman.2004.12.009
  3. S. E. Sullivan. (1999). The changing nature of careers: A review and research agenda. Journal of management, 25(3), 457-484. https://doi.org/10.1177/014920639902500308
  4. J. S. KO. (2014). The Influence of Protean Career Attitude on Job Satisfaction and Organizational Commitment: Focused on the Moderating Effect of Career Barrier and the Mediating Effect of Career Commitment. Korean Business Education Review 29, 86-108.
  5. J. W. Gilley & S. Eggland. (1989). Principles of human resource development. Reading, Massachutas, Madison-Wesley Publishing Co.
  6. Y. S. Hyun, H. D. Kim & Y. J. Yoon. (2013). Exploring the characteristics of individual learning in successful teams. The Korean Journal of Human Resource Development Quarterly 15(4,) 49-69. https://doi.org/10.18211/kjhrdq.2013.15.4.003
  7. C. S. Lee, E. K. Ryu & H. Y. Jang. (2018). A Study on the Variables Affecting Self-Directed Learning of Workers: Focusing on Hope and Growth Mindset. Journal of Digital Convergence 16(9), 29-37 https://doi.org/10.14400/JDC.2018.16.9.029
  8. R. L. Daft (2008). The Leadership Experience: South-Western Cengage Learning.
  9. N. Clarke. (2005). Workplace learning environment and its relationship with learning outcomes in healthcare organizations. Human Resource Development International, 8(2), 185-205. https://doi.org/10.1080/13678860500100228
  10. N. Day. (1998). Informal learning. Workforce, 77(6), 30-34
  11. Y. M. Park. (2009). An Empirical Study on the Relations Between Organizational Psychological Types and Social Capital. Korean Public Adminstration Review, 43(1), 121-144.
  12. H. S. Lee. (2013). The Effeds of Environmaental Factors on the Job Satisfaction and Job P erformance of Pulic Social Workers: Focused on the Mediating and Moderating Effects of Perceived Organizational Support., Doctoral dissertation, Cheongju University.
  13. S. Billett. (2001). Learning in the workplace: Strategies for effective practice. Allen & Unwin, PO Box 8500, St Leonards, 1590 NSW, Australia.
  14. M. C. Lohman. (2005). A survey of factors influencing the engagement of two professional groups in informal workplace learning activities. Human Resource Development Quarterly, 16(4), 501-527. https://doi.org/10.1002/hrdq.1153
  15. V. J. Marsick & K. Watkins. (2015). Informal and incidental learning in the workplace (Routledge revivals), Routledge.
  16. Y. K. Kim & M. W. Ki. (2012). Comparative Study on the Perceptions of Global and Korean HRD Professionals in Workplace Learning and Performance(WLP) Competencies. Journal of Digital Convergence 10(6), 99-109. https://doi.org/10.14400/JDPM.2012.10.6.099
  17. Y. H. Seo & C. Lee. (2009). The Relationship among Perceived CEO Leadership, CEO Trust, Self-efficacy, Job Satisfaction and Organizational Commitment of Employees in Excellent Small and Medium-sized Enterprises. Journal of Agricultural Education and Human Resource Development, 41(4), 173-198. https://doi.org/10.23840/agehrd.2009.41.4.173
  18. E. A. Locke. (1976). The nature and causes of job satisfaction. Handbook of industrial and organizational psychology.
  19. H. J. Reitz. (1977). Behavior in organizations. Homewood, Ill.: Richard D. Irwin.
  20. S. B. Cho, S. Y. Kim & S. H. Jeong. (2009). The Effect of Hotel & Restaurant Employee's Job Characteristics on the Group Cohesiveness, Job Satisfaction, and Job Commitment. Korean Journal of Hospitality & Tourism 18(4), 201-215.
  21. Y. J. Moon. (2007). The Study on the Factors AffectingSocial Workers' Organizational Commitment. Academy Of Korean Social Welfare Administration 9(1), 53-81.
  22. A. Parasuraman, V. A. Zeithaml, & L. L. Berry. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  23. J. J. Cronin Jr & S. A. Taylor. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68. https://doi.org/10.2307/1252296
  24. J. H. Kim. (2017). Effects of Informal Learning and Positive Psychological Capital on Job Satisfaction and Customer orientation. Journal of Digital Convergenc 15(12), 195-202. https://doi.org/10.14400/JDC.2017.15.3.195
  25. R. W. Rowden. (2002). The relationship between workplace learning and job satisfaction in US small to midsize businesses. Human Resource Development Quarterly, 13(4), 407-425. https://doi.org/10.1002/hrdq.1041
  26. R. W. Rowden & C. T. Conine Jr(2005). The impact of workplace learning on job satisfaction in small US commercial banks. Journal of workplace Learning, 17(4), 215-230. https://doi.org/10.1108/13665620510597176
  27. G. Kim & G. M. Han. (2012). The Impact of the Police Organization's Social Capital on the Police Officer's Job Performance. The Korean Journal of Local Government Studies, 15(4), 127-151.
  28. K. Y. Ji & J. Y. Han. (2012). The Effect of Service Quality on Organizational Support and Job Satisfaction in Hotel Industry. Journal of Digital Convergence, 10(10), 353-362. https://doi.org/10.14400/JDPM.2012.10.10.353
  29. K. Y. Kim, K. O. Kim & E. J. Yang. (2015). The Influence of Franchise Hair Salon Employee's Job Satisfaction on Service Quality, Organization Commitment. Journal of Beauty Art Management, 9(2), 97-107.
  30. H. C. Kim. (2015). Study on the Food Service Industry Employees of Job Satisfaction and Quality of Service according to the Empowerment in Effect. Culinary Society of Korea, 21(3), 13-28.
  31. M. J. Kim & G. Y. Kim. (2015). A Study on the Relationship between Service Quality and Librarian"s Job Satisfaction in Public Libraries. Journal of the Korean BibliaI Society for Library and Information Science, 26(3), 241-266. https://doi.org/10.14699/kbiblia.2015.26.3.241
  32. R. C. Lewis & B. H. Booms. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
  33. M. S. Jeong. (2017). A Study on the Effect of Organizational Learning on Corporate Performance: Case Study on Mediating Effects of Intangible Assests. Journal of Digital Convergenc, 15(11), 97-105. https://doi.org/10.14400/JDC.2017.15.1.97
  34. K. W. Choi. (2016). The Effects of the Education Participation of Private Security Employees on Job Satisfaction and Service Quality. Korean Society of Training and Development, 32, 1-20.
  35. J. M. Lee, C. B. Cho & J. H. Kim. (2019). Effects of Positive Psychological Capitals on Service Quality and Mediating Effect of Job Satisfaction in Professional Care Workers. Journal of the Korean Gerontological Society 39(3), 531-548. https://doi.org/10.31888/JKGS.2019.39.3.531
  36. R. W. Rowden. (1995). The role of human resource development in successful small to mid‐sized manufacturing businesses: A comparative case study. Human Resource Development Quarterly, 6(4), 355-373. https://doi.org/10.1002/hrdq.3920060405
  37. J. P. Curry, D. S. Wakefield, J. L. Price & C. W. Mueller. (1986). On the causal ordering of job satisfaction and organizational commitment. Academy of Management Journal, 29(4), 847-858. https://doi.org/10.2307/255951
  38. J. J. Cronin Jr & S. A. Taylor. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131. https://doi.org/10.2307/1252256
  39. U. J. Jo. (2004). A Study on Influence of Physical Environment on Service Quality Perception and Evaluation: Focus on Hotel Restaurant Factor of Physical Environment. Culinary Science & Hospitality Research, 10(1), 203-213.
  40. Y. H. Um. (2006). A Study on the Effects of Functional Service Quality on Perception Discordance in Foodservice Industry. Journal of Foodservice Management, 9(4), 7-26.
  41. J. F. Hair Jr, W. C. Black, B. J. Babin, R. E. Anderson & R. L. Tatham. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 629-686.
  42. R. M. Baron & D. A. Kenny. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173. https://doi.org/10.1037/0022-3514.51.6.1173
  43. J. W. Cha. (2016). Authentic Leadership Influencing Hotel Employee Performance Via Organizational Engagement, Job Satisfaction, Creativity. (Doctoral dissertation, Doctoral dissertation, Sejong University, Seoul).
  44. R. W. Rowden & S. Ahmad. (2000). The relationship between workplace learning and job satisfaction in small to mid-sized businesses in Malaysia. Human resource development international, 3(3), 307-322. https://doi.org/10.1080/13678860050128492
  45. J. Y. Lee & G. H. Lee. (2019). A study on the relationships among Empowerment, Job satisfaction, and Turn-over Intention of Airline cabin crew. Journal of Tourism and Leisure Research, 31(3), 325-343. https://doi.org/10.31336/jtlr.2019.3.31.3.325
  46. S. G. Song. (2018). Study on the influence of Hotel Training satisfaction to on the job satisfaction, organizational commitment, and service quality. Journal of the Korean academic industrial society, 19(11), 463-472.
  47. Shen, J., & Tang, C. (2018). How does training improve customer service quality? The roles of transfer of training and job satisfaction. European management journal, 36(6), 708-716. https://doi.org/10.1016/j.emj.2018.02.002
  48. Marsick, V. J., & Watkins, K. E. (1990). Informal and incidental learning in the workplace: International perspectives on adult and continuing education. London: Routledge
  49. Y. B. Choi, S. M. & H. R. Noh. (2017). Effect of optometrists' non-verbal communications on service quality. Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology, 7, 623-631.
  50. H. S. Joo. (2002). The effect of inside service quality on convention employees' job satisfaction and participants' satisfaction, Journal of Tourism and Leisure Research, 14(1), 165-182.
  51. D. J. Lim, H. S. Ha & H. Y. Kim. (2017). The Effect of Service Quality of Hotel Restaurant Workers on Job Satisfaction :Focusing on the Moderating Effect of Internal Behavior of Emotional Labor, Journal of Tourism and Leisure Research, 29(5), 125-140.