• Proceedings of the KAIS Fall Conference
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• 2009.12a
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• pp.778-781
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• 2009

본 연구는 정기적인 건강검진을 받는 수검자들이 검진결과에 대한 상담을 받는 것이 건강증진행위에 좋은 영향을 줄 수 있는가에 대한 목적을 가지고 있으며 연구결과를 요약하면 다음과 같다. 1. 검증결과 인구의 일반적 특성에 따른 건강검진 후 교육 및 상담에 대한 만족도 정도는 성별에서는 여성보다 남성의 만족도가 높았고, 직렬의 경우 기능직공무원이 만족도가 높았으며, 재직기간이 오래 될수록 만족도가 높았다. 2. 건강검진 시 상담서비스 만족도와 건강증진행위의 관계 분석결과 만족도 내용에서 '검진결과 설명시 교정해야할 건강 위험에 대한 지적, '검진결과에 따른 건강 상담', '검진 후 결과에 대해 제공하는 상담 및 보건 교육', '검진 후 결과에 관련된 자료나 진료 혹은 상담안내'에서 건강증진행위와 영향관계를 가지고 있는 것으로 나타났다. 3. '검진결과 설명 시 교정해야 할 건강 위험에 대한 지적'은 식사조절과 건강관리행위, '검진결과에 따른 건강 상담'은 건강관리행위, '검진 후 결과에 대해 제공하는 상담 및 보건 교육'은 신체활동과 심리적 안정, '검진 후 결과에 관련된 자료나 진료 혹은 상담안내'는 건강관리행위와 영향관계를 가지는 것으로 나타났다. 위의 연구결과에서 나타난 건강검진서비스 만족도가 낮은 항목의 불만족요인을 분석하여 건강교육 프로그램 계획 시 교육내용에 포함한다면 건강검진서비스 만족도가 상승할 것이며, 건강증진행위를 높일 수 있다고 생각한다.

• 한국IT서비스학회:학술대회논문집
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• 2009.11a
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• pp.65-72
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• 2009

콜센터는 고객과의 커뮤니케이션을 강화하고 로열티를 유지하기 위한 최 일선 고객접점으로서 그 역할이 커지고 있다. 일반적으로 종업원의 직무만족은 고객만족과 기업성과에 직간접적으로 영향을 주는 것으로 알려져 있으므로, 콜센터의 주요 구성원인 상담원의 직무만족은 중요하게 고려될 필요가 있다. 특히, 콜센터는 정보시스템을 일상적으로 사용해야 하는 환경으로 정보시스템의 역할에 대해서도 심도 있게 고려되어야 한다. 본 연구는 이러한 배경하에서 정보시스템과 상담원의 직무만족간의 관계를 조사하였다. 다양한 업종의 콜센터에서 근무하는 상담원들을 대상으로 실증 조사한 결과, 콜센터 정보시스템의 정보품질과 시스템품질은 역할모호성을 매개변수로 하여 상담원의 직무만족에 유의한 영향을 주는 것으로 나타났다. 그리고 시스템 접근성과 정보의 포맷이 상담원이 인지하는 품질에 가장 큰 영향을 주는 것으로 나타났다. 이러한 실증분석 결과를 토대로, 콜센터 인적자원관리와 정보시스템 구축에 대한 시사점을 제시하였다.

• The Journal of the Korea Contents Association
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• v.21 no.6
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• pp.261-273
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• 2021

This study analyzed the model by using the data of 416 counselors working in the counseling field to verify the moderated mediation effect of burnout on life satisfaction, through counselors' self-care in the process of counselors' stress. First, counselors' stress had an effect on life satisfaction through burnout. Second, the interaction effect between counselors' stress and self-care was significant and the relationship between stress and burnout was changed according to the level of self-care. Third, counselors' stress was found to be controlled by self-care, which has a mediating effect on life satisfaction through burnout. The results of this study are meaningful in that it provides an empirical basis for self-care factors that can contribute to the improvement of the counselor's personal and professional growth and quality of life through the verification of the effect of self-care that improves the satisfaction of life by preventing and alleviating the stress and burnout of the counselors.

• Proceedings of the Korea Contents Association Conference
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• 2010.05a
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• pp.299-301
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• 2010

본 연구의 목적은 가정폭력 문제를 사회적 문제로 인식하고 근본적인 원인을 찾아 합리적인 해결책을 마련 하기위해 한국가정폭력 실태의 심각함과 행위자에 대한 치료프로그램의 필요성을 강조하면서 동시에 한국 가정폭력 가해자 교정상담 프로그램에 대한 만족도에 대한 연구이다. 본 연구를 통하여 가해자 교정상담 프로그램에 대한 불만족 요인을 발견하고 교정상담 프로그램에 적합한 내용을 구성하도록 유도함으로, 교정상담 프로그램을 활용하는 자들의 사용만족도 제고에 기여할 것으로 판단된다.

• Journal of Advanced Navigation Technology
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• v.13 no.5
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• pp.619-629
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• 2009

This study focuses on assessing the impacts of the internal service quality components at airline call center on the job satisfaction of agent and turnover intention for effective operation, thereby giving suggestions to manages on the design and the operation of call centers. The major finding of this study showed that intangibility, reliability, authority, leadership are found to have a great influence on the job satisfaction and job satisfaction did not influence on turnover intention.

• Journal of Gifted/Talented Education
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• v.22 no.2
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• pp.411-426
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• 2012

The realistic counseling services of the science gifted high schools have been investigated in order to figure out the degree of student's satisfaction. For this purposes, questionnaires regarding the current status of school counseling were administered to 311 science gifted high school students. Data were analysed according to sex and grade level. The research results are as follows. First, gifted students received counseling 1~3times per year and for 30~60 minutes each time. Second, there were significant differences in the motivation of counseling among different grade level students; 1st grade students were counseled more voluntarily than the 2nd and 3rd grade students. Third, there were significant differences in the counseling issues among different grade level students. First grade students were mainly counseled with the issues of school achievement, but 2nd and 3rd grade students were counseled regarding career planning issues. Fourth, in terms of the effects of school counseling, most students perceived "average". Fifth, Students had high counseling needs for career planning. Finally, there were significant differences in the satisfaction of career counseling programs between boys and girls. as well as among different grade levels. Based on the results, students' voluntary involvement and confidence are needed to facilitate school counseling activity. Also, various career counseling programs, especially for the gifted girls, are needed.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2008.10b
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• pp.181-193
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• 2008

콜센터 상담원은 고객 최 접점에서 고객만족 향상에 중요한 역할을 하고 있어 그 가치와 중요성이 증대되고 있다. 하지만 대부분의 상담원들은 비정규직으로 동종 산업에 비해 임금 수준이 낮고 승진기회도 상대적으로 적어 직무 만족도가 낮고 이직률이 높은 편이다. 높은 이직률은 신규상당원 충원과 교육 등 고비용을 발생시킬 뿐만 아니라 고객만족을 저하시켜 궁극적으로 기업에 대한 부정적 이미지를 가져다 줄 수 있다. 따라서 콜센터 상담원들의 이직을 최소화하는 방안이 요구된다. 본 연구에서 는 광주지역 콜센터 상담원들을 대상으로 직무태도와 이직의도를 조사한 후 이직을 최소화 할 수 있는 몇 가지 시사점들을 도출하였다.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• Journal of the Korean Society of Food Science and Nutrition
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• v.46 no.2
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• pp.251-258
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• 2017

The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P<0.001), responsiveness, and skill and specialty (P<0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).

• The Journal of the Korea Contents Association
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• v.20 no.11
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• pp.546-558
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• 2020

The purpose of this study is to objectively analyze the influence of the communication style of adolescent counselors on the emotional stability and satisfaction of counseling adolescents. To this end, 180 adolescents under the age of 19 were collected for about two months from May to July, 2020, and analyzed according to the procedure. The analysis results of the research hypothesis 1 set in this study,'The counselor's communication style perceived by a youth client will affect the client's emotional stability' is as follows. First, the controlled and professional communication styles of adolescent counselors positively influence the tension and anxiety of adolescent clients. In addition, the counselor's controlled and professional communication style positively affects the anxiety and fear of adolescent clients. And counselors's cooperative communication style positively affects the client's satisfaction and serenity. Finally, the counselor's communication style does not affect the teen client's optimism. Research hypothesis 2 set up in this study The analysis result of'the counselor's communication style perceived by the youth client will affect the counselor's counseling satisfaction', and all sub-factors of cooperative, controlled, and professional style It was found to have a positive effect on counseling satisfaction.