ICT 고객 서비스 및 소매유통 조직의 품질경영활동이 종업원 만족도에 미치는 영향 연구

Abstract

Employee satisfaction is one of the most essential tasks for ICT service industry because it significantly affects service quality, customer satisfaction, finally firm profitability. However, the effect of HR-focused total quality management(TQM) on employee satisfaction has not been examined in the ICT service supply chain organizations. The principle of TQM stresses continuous improvement which needs the involvement of every employee in the organization. This study aimed to investigate critical factors of TQM practices that would positively affect employee satisfaction. Data for this study were collected from ICT service company, which have implemented TQM program for more than ten years. Data were analyzed using the multiple regression methodology. The results suggest that five constructs of TQM practices have a positive effect on employee satisfaction. This study finally provides a basic guideline for managers in ICT customer service and retail distribution organizations, who desire to improve the level of employee satisfaction and service quality in their firms, through an effective TQM implementation.