An effect on the Job-satisfaction and Service quality of the effect factor on Job-satisfaction on Family Restaurant Service Staff.

외식업체 종사원의 직무만족 영향요인이 직무만족과 서비스품질에 미치는 영향

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

패밀리 레스토랑은 서비스 산업이라 해도 과언이 아니다. 서비스 운영자 혹은 서비스 제공자의 역할은 고객과의 접촉순간(MOT : Moment Of Truth)에 고객의 요구 및 욕구를 충족시켜 고객에게 제공하는 가치를 극대화하여 서비스 상품의 판매 향상을 도모하고자 하는 것이다. 향후 패밀리 레스토랑은 하드웨어(hard ware)측면보다 내적으로 어떤 서비스를 질적으로 나타낼 수 있느냐 하는 소프트웨어(soft ware)가 더욱 강조될 추세이다. 따라서 본 연구의 목적은 패밀리레스토랑 종사원들의 직무만족이 서비스품질에 어떠한 영향을 미치는지 연구하고자 하는 것이다. 본 연구의 대상은 대구전역에 위치하고 있는 패밀리 레스토랑에 근무하는 종사원을 연구대상으로 하였다. 조사기간은 2004년 4월 1일부터 5월 20일까지 50일간에 걸쳐 실시하였다. 실증분석 결과, 본 연구에서 제시한 7개의 가설 가운데 4개가 유의한 것으로 검증되었다.