한국산학기술학회논문지 (Journal of the Korea Academia-Industrial cooperation Society)

  • 제17권9호
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  • Pages.578-588
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  • 2016
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  • 1975-4701(pISSN)
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  • 2288-4688(eISSN)
한국산학기술학회 (The Korea Academia-Industrial cooperation Society)
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고객공격행동, 직무스트레스, 스트레스 대처가 보험설계사의 직무만족도에 미치는 영향

Effects of Dysfunctional Customer Behavior, Job Stress and Stress Copying on Job Satisfaction in Insurance Solicitors

  • 이상훈 (수원여자대학교 비서경영과) ;
  • 박슬기 (인하대학교 FTA통상정책.비즈니스 컨설팅)
  • Lee, Sang-Hoon (Department of Business Management Director, Suwon Women's University) ;
  • Park, Seul-Ki (Science for FTA Policy and Business Consulting, Inha University)
  • 투고 : 2016.07.26
  • 심사 : 2016.09.09
  • 발행 : 2016.09.30
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초록

직무만족도는 인간의 보편적인 목표인 행복에 영향을 미치는 요인이지만 이에 대해 만족하지 못하면 이직을 선택하거나 삶의 질을 떨어뜨리는 강력한 변수가 된다. 보험설계사는 이직률이 높은 것으로 나타나 직무에 만족하지 못함에서 기인되는 것으로 추정할 수 있는데, 이는 보험설계사가 고객을 직접 대면하는 직무특성으로 이에 대한 스트레스가 직무만족에 영향을 미칠 것으로 사료된다. 하지만 보험설계사를 대상으로 직무만족과 고객과의 관련성에 대한 연구는 미비한 실정으로, 본 연구는 보험설계사를 대상으로 고객공격행동, 직무스트레스, 스트레스 대처와 직무만족도에 미치는 영향을 알아보고자 하였다. 본 연구의 자료 수집은 2016년 5월 6일부터 5월 27일까지 구조화된 자가 설문지를 이용하여 서울, 경기, 경상권에 위치한 3개 보험회사의 보험설계사 245명을 대상으로 시행되었다. 연구결과 직무만족도는 고객공격행동, 직무스트레스, 스트레스 대처와 유의한 상관관계를 보였다. 보험설계사의 직무만족도에 영향을 미치는 요인은 직무스트레스, 스트레스 대처, 수입수준으로 나타났으며, 이는 직무만족도를 총 34%를 설명하는 것으로 나타났다. 따라서 본 연구는 이와 같은 연구결과를 기반으로 보험설계사의 직무만족의 효율적인 관리를 위한 기초자료를 제공하고자 한다.

Job satisfaction is the primary factor in determining happiness, so people change jobs when they aren't satisfied. In the case of insurance solicitors, high turnover rates imply low job satisfaction. Job stress impacts job satisfaction, and job stress is particularly prominent for insurance solicitors whose job involves working with customers face- to- face. The purpose of this study is to investigate factors influencing job satisfaction for insurance solicitors. Participants in this study consisted of 245 insurance solicitors from 3 insurance company located in Seoul, Kyonggi province and Kyongsang province. Data was collected from self-administrated questionnaires and analyzed using independent t-test, ANOVA, Pearson's Correlation Coefficient, and multiple regression. Job satisfaction showed a significant correlation with dysfunctional customer behavior, job stress, and ability to cope with stress. The main factors of job stress, stress coping ability, and income level had significant influence on job satisfaction for insurance solicitors. The explained variance for job satisfaction was 34%. These findings provide empirical evidence for the importance of job stress and stress coping variables in job satisfaction for insurance solicitors. This study aims to assist in predicting insurance solicitor's job satisfaction.

키워드

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