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지속적 학습활동이 직무만족과 서비스품질에 미치는 영향: 자기효능감의 조절효과

The Impact of Continuous Learning Activities on Job Satisfaction and Perceived Service Quality: Moderating Effects of Self-efficacy

문재승|박계홍|최용암
한국인력개발학회 (The Korean Society For Human Resource Development)|2014.02|HRD연구 (The Korean Journal of Human Resource Development Quarterly)|제16권 제1호|pp. 27-58|DOI 10.18211/kjhrdq.2014.16.1.002

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키워드

자기효능감직무만족서비스품질job satisfactionself-efficacyservice quality지속적 학습활동continuous learning activities

초록

본 연구는 의료기관 종사자의 지속적 학습활동이 조직에 주는 혜택을 실증하고자 하였다. 이를 위해 본 연구는 종업원의 지속적 학습활동의 결과영향으로 인적자원성과인 직무만족과 구성원이 지각하는 서비스품질을 상정하였다. 학습과 성과에 관한 선행연구를 검토하여 가설을 설정하고 국내 종합병원, 전문병원, 그리고 요양병원 등 의료 서비스 기관에 종사하는 847명의 설문을 분석하였다. 실증결과는 다음과 같다. 첫째, 종업원의 지속적 학습의 하위요소들(교육프로그램 참여, 직무스킬평가 및 직무경험)은 직무만족과 지각된 서비스품질에 모두 긍정적인(+) 영향을 미치는 것으로 나타났다. 둘째, 교육프로그램 참여와 직무만족 간의 관계에서 자기효능감은 유의한 정(+)의 조절효과를 보였다. 셋째, 자기효능감은 교육프로그램 참여와 지각된 서비스품질 간의 관계를 정(+)의 방향으로 조절하는 것으로 나타났다. 실증분석 결과를 바탕으로 이론적·실무적 시사점, 그리고 연구의 한계점과 향후 연구방향이 논의되었다.

Abstract

Organizations pursue diverse activities to strengthen internal competency in order to respond to drastic environmental change. Recently, learning organization and organizational learning have been emphasized as methods to strengthen the organizational competency. Keeping up with this phenomenon, researches finding ways to promote organizational learning and effects of learning organizations were expanded. The study was intended to prove benefits that employee's continuous learning activities give to organizations. In this study, job satisfaction and perceived service quality were selected as consequences of the continuous learning activities. Survey data from 847 people of nurses, physical therapists, occupational therapists, medical laboratory technologists, and radiological technologists working for medical service organizations such as general hospitals, special hospitals, and care hospitals in Korea was used to test hypotheses. Results of empirical analysis were as follows. First, it was shown that sub-factors (participation of training programs, job skill evaluation and job experiences) of continuous learning were positively related to both job satisfaction and perceived service quality. Second, self-efficacy showed a significant moderating effects between participation of training programs and job satisfaction. Third, empirical data showed that self-efficacy positively moderates the relationship between participation of training programs and perceived service quality. Theoretical and practical implications were discussed on the basis of the result of the study.

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