The Effects of the Service Orientation on Job Satisfaction and Customer Orientation of the Urban Railway-operating Company

도시철도운영기관의 서비스지향성이 직무만족과 고객지향성에 미치는 영향

  • 이현주 (서울산업대학교 철도전문대학원 철도경영정책학과) ;
  • 국광호 (서울산업대학교 철도전문대학원 철도경영정책학과)
  • Published : 2009.10.30


This paper performed an empirical study through the survey to investigate the effects of the service orientation of the urban railway-operating company on employees' job satisfaction and customer orientation. For this, the surveyed data was analyzed through factor analysis, reliability analysis, and regression analysis. The difference between railway-operating companies was analyzed by the t-test and the differences between workers in different fields were analyzed by the ANOVA test. The results show that 1) human resource management, employee empowerment, service leadership, and service system are positively related to employees' job satisfaction in the decreasing order, 2) the service system, human resource management, and service leadership are positively related to customer orientation, but employee empowerment is negatively related to customer orientation, 3) the workers of the urban railway-operating company A and B show significant differences in job satisfaction and customer orientation, and 4) the job satisfaction and the customer orientation of the rolling stock maintenance workers was the highest and that of service workers in station was the lowest.


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