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요양보호사의 직무만족과 서비스 품질의 인식에 관한 연구

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Author(s)
김혜은
Issued Date
2009
Abstract
The study on the perceieiaed job Satisfaction
and service Quality of care professionals'


hye-eun, Kim
Advisor : Prof. Jinchul Jung, Ph.D.
Department of Business Adminstration
Graduate School of Business Adminstration, Chosun University

The purpose of this study is to investigate job satisfaction and service quality of demestic care professionals and profile the quality of their services dependign on their job satisfaction, so that it can provide reference materials required for better quality of home care service project.

In order to meet the above purpose, this study surveyed care professionals working for home care facilities located in Daegu metropolitan city. All valid data collected from this survey were analyzed using SPSS WIN 13.0 program, as well as t-test and correlation analysis. As a result, this study could come to the following conclusions :

First, it was found that care professionals had higher job satisfaction than usually expected, and in terms of subordinate factors on job satisfaction, they felt most satisfied at their co-workers, which was followed by supervision, job, institution and pay respectively.

Secondly, in view of care professionals' job satisfaction depending on their general demographic characteristics, it was found that the older age was closely associated with the higher intentions to turn over. Depending on age, care professionals over 50 were closely associated with the higher intention to turn over than ghose under 49. However there was not any significant difference in their intention to turn over depending on their education level, religion and the reason why they selected care professional as their occupation. Dependign on working career, it was found that care professionals whose working career ranged from 3 to 6 months felt more satisfied with their pay than other care professionals. Depending on pay system, it was found that part-time care professionals felt more satisfied with their supervisors, co-workers, institution and jobs than full-time ondi. Depending on monthlthancome, it was found that care professionals earning under 800 thousands won were closely associated with the higher intentions to turn over than those over 800 thousands won. Depending on daily average working hours, it was found that care professionals who worked longer than 7 hours revealed stronger intentions to turn over than other care professionals. Depending on weekly number of aged people requiring care and protection, it was found that care professionals who cared for 1 to 3 aged people felt more satisfied at their jobs, supervisors, pay, job and institution with lower intention to turn over than those who cared for 4 or more aged people.

Thirdly, it was found that care professionals gave high quality services to aged people, and the subordinate factors on their service quality were represented primarily by empathy, which was followed by reliability, assurability and responsiveness respectively.

Fourthly, as for the care professionals' service quality depending upon their general demographic characteristics, it was found that there was no significant difference in their service quality depending on their age, education level, religion, working career, monthly income and reason why they chose to work as care professional, But depending upon pay system, it was found that part-time care professionals had higher responsiveness, tangibility and service quality than other care professionals. Depending on daily average working hours, it was found that care professionals who worked for 5 to 6 hours a day had higher assurability, tangibility and service quality than other care professionals. And depending upon the weekly number of aged people requiring care and protection, it was found that care professionals who cared for 1 to 3 aged people had higher tangibility than those who cared for 4 or more aged people.

Fifthly, as for the relationship between job satisfaction and service quality, it was foun that the higher the satisfaction with job, supervisor, pay, co-workers, institution, the higher the reliability, responsiveness, assurability, empathy, tangibility and service quality.

In conclusion, care professionals' job satisfaction had effects on service quality. Thus, in order to improve their job satisfaction, it is necessary to improve their working conditions and also provide good educational opportunities for them to develop in the organizational aspect.
Alternative Title
The study on the perceieiaed job Satisfaction and service Quality of care professionals
Alternative Author(s)
hye-eun, Kim
Affiliation
조선대학교 경영대학원
Department
경영대학원 경영학과
Advisor
정진철
Awarded Date
2010. 2
Table Of Contents
Ⅰ. 서 론 1
1. 연구의 필요성 및 목적 1
2. 연구의 목적 및 내용 2

Ⅱ. 이론적 배경 3
1. 직무만족과 서비스 질 3
1) 직무만족의 개념적 정의 3
2. 직무만족에 관한 이론 4
1) Maslow의 욕구계층이론 .. 4
2) Alderfer의 ERG이론 5
3) Mayo의 인간관계이론 5
4) Herzberg의 2요인이론(Two-factor theory) 6
5) Porter & Lawler의 업적만족이론 7
3. 직무만족의 영향요인에 대한 선행연구 고찰 7
1) 직무만족 영향요인에 대한 선행연구 7
2) 요양보호사와 유사한 직종의 직무만족 선행연구 9
4.. 서비스의 질 11
1) 서비스 질 11
2) 서비스 질 측정 13
4. 요양보호사 15
1) 요양보호사 15
Ⅲ. 연구방법 18
1. 연구대상 18
2. 측정도구 18
1) 인구통계적 특성 19
2) 직무만족 19
3) 서비스 질 19
3. 자료수집 19
4. 자료분석 20
Ⅳ. 연구 결과 및 해석 21
1. 조사대상자의 인구통계적 특성 21
2. 직무만족도 23
1) 직무 만족 수준 23
2) 인구통계적 특성에 따른 직무만족 24
(1) 연령에 따른 직무만족 24
(2) 학력에 따른 직무만족 25
(3) 종교에 따른 직무만족 25
(4) 근무경력에 따른 직무만족 26
(5) 급여체계에 따른 직무만족 27
(6) 월 소득에 따른 직무만족 28
(7) 하루 평균 근무시간에 따른 직무만족 29
(8) 1주 담당 요보호대상 노인 수에 따른 직무만족 29
(9) 요양보호사 자격 취득 이유에 따른 직무만족 30
3) 서비스 질 31
(1) 서비스 질 수준 31
(1) 연령에 따른 서비스 질 32
(2) 학력에 따른 서비스 질 33
(3) 종교에 따른 서비스 질 33
(4) 근무경력에 따른 서비스 질 34
(5) 급여체계에 따른 서비스 질 35
(6) 월 소득에 따른 서비스 질 36
(7) 하루 평균 근무시간에 따른 서비스 질 36
(8) 1주 담당 요보호대상 노인 수에 따른 서비스 질 37
(9) 요양보호사 자격 취득 이유에 따른 서비스 질 37
4) 직무만족도와 서비스 질과의 관계 39
Ⅴ. 결론 및 시사점 41
1. 결론 41
2. 제언 43

참고문헌 44
부록 45
국문초록 52
영문초록 55
Degree
Master
Publisher
조선대학교
Citation
김혜은. (2009). 요양보호사의 직무만족과 서비스 품질의 인식에 관한 연구
Type
Dissertation
URI
https://oak.chosun.ac.kr/handle/2020.oak/1547
http://chosun.dcollection.net/common/orgView/200000239464
Appears in Collections:
Business > Theses(Master)(경영대학원)
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