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Relationship between Internal Service Quality and Internal Customer Satisfaction, Management Outcome in Airport Private Security Agents
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공항 특수경비조직의 내부서비스품질과 내부고객만족 및 경영성과의 관계

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Type
Academic journal
Author
Chan-Sun Kim (서울벤처정보대학원대학교) Ji-Eun Lee (서울벤처정보대학원대학교) Byung-Hae Jo (서울벤처정보대학원대학교)
Journal
The Korea Contents Society JOURNAL OF THE KOREA CONTENTS ASSOCIATION Vol.12 No.4 KCI Accredited Journals
Published
2012.4
Pages
426 - 437 (12page)

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Relationship between Internal Service Quality and Internal Customer Satisfaction, Management Outcome in Airport Private Security Agents
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Abstract· Keywords

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The purpose of this study is to investigate the relationship between internal service quality, internal customer satisfaction and management outcome of airport security agents. This study had selected special securities from Incheon airport of October, 2011 for population. Using judgment sampling method, 282 samples were drawn and were used for the final analysis. Questionnaire used in study is composed of total 43 questions and using SPSSWIN 18.0, frequency analysis, factor analysis, reliability analysis, multiple regression analysis and path analysis were performed. Cronbach’s α value which shows the reliability of the survey came out to be over .686. The conclusion is following: First, internal service quality of airport security agents affects internal customer satisfaction. That is, as corporality, responsiveness and empathy increase, internal supply satisfaction and job satisfaction also increase. Second, internal service quality of airport security agent affects job performance. That is, as corporality, reliability and responsiveness increase, non-financial performance and financial performance also increase. However, when empathy is not activated well, financial performance is decreased. Third, airport security agent’s internal customer satisfaction affects job performance. That is, as activation of internal supply satisfaction increases, nonfinancial performance and financial performance are increased. Fourth, airport special security agent’s inside quality of service exerts direction?indirect effect in inside customers satisfaction and management result. That is, inside customers satisfaction is an important variable that mediate inside quality of service and management result.
#특수경비조직 #내부서비스품질 #내부고객만족 #경영성과 #Special Security Organization #Internal Service Quality #Internal Customer Satisfaction #Business Performance

Contents

요약
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구방법
Ⅳ. 연구결과
Ⅴ. 논의 및 결론
참고문헌
저자소개

References (5)

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김경식, 김찬선. 민간경비원의 여가제약과 여가권태 및 여가만족의 관계. 한국콘텐츠학회논문지. 2011 dbpia 김경식, 김평수, 김찬선. 민간경비원의 여가제약과 생활체육 참가 및 주관적 행복감의 관계. 한국콘텐츠학회논문지. 2007 dbpia 김영희. 지방자치단체 내부서비스품질 및 내부고객만족과 행정서비스 만족도의 관계. 지방정부연구. 2004 dbpia 김찬선, 이지은, 조병해, 노영진, 이경화. 특수경비원의 사건충격과 직무스트레스 및 대처능력의 관계. 한국콘텐츠학회논문지. 2011 dbpia 이정자, 최철호. 관광호텔 내부서비스품질과 내부고객만족에 관한 연구. 호텔경영학연구. 2006 dbpia

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