Earticle

초록

영어

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 부서 간 역학관계
  2.2 임파워먼트
  2.3 내부 서비스 품질
  2.4 직무만족
  2.5 조직몰입
  2.6 고객 지향성
 3. 연구 설계 및 연구방법
  3.1 연구모형
  3.2 가설설정
  3.3 조사방법
 4. 실증분석
  4.1 표본의 인구통계학적 특성
  4.2 확인적 요인분석
  4.3 연구모형의 가설검정
 5. 결론
 6. References

키워드

저자

• 임종빈 [ Jong-Bin Lim | 이천 농협 ]
• 김용범 [ Yong-Beom Kim | 한국교통대학교 항공서비스학과 ] Corresponding author
• 최유진 [ Yu-Jin Choi | 한국교통대학교 항공서비스학과 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620