Job Satisfaction and Service Quality between Non-regular and Regular workers in Commercial Sports Facilities: Based on Qualitative Method Bokyeon Kim

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1 Job Satisfaction and Service Quality between Non-regular and Regular workers in Commercial Sports Facilities: Based on Qualitative Method Bokyeon Kim & Jinho Choi* Dongduk Women s University

4 Table 1. Demographic information for study participants Employment status Age Gender Career Regular 1 31 M 3yrs Regular 2 26 M 1yr Regular 3 29 M 5yrs Regular 4 26 M 4yrs Regular 5 28 F 2yrs Regular 6 25 M 3yrs Non-Regular 1 27 M 4yrs Non-Regular 2 33 F 8yrs Non-Regular 3 24 F 3yrs Non-Regular 4 26 M 1yr and a half Non-Regular 5 27 F 7yrs Non-Regular 6 24 F 1yr

5 Fig. 1. Connection map of categories of regular workers related to job satisfaction

6 Fig. 2. Connection map of categories of non-regular workers related to job satisfaction

7 Fig. 3. Connection map of categories of regular workers related to service quality

8 Fig. 4. Connection map of categories of non-regular workers related to service quality

9 Table 2. Number and frequency of coding by categories 1 2 Final category Work on present job Supervision on present job Number of coding Regular worker Non -regular worker Frequency of coding(%) Regular worker Non -regular worker Present pay Opportunities for promotion People on your present job Tangibles Reliability Responsiveness Assurance Empathy Total by employment type Total Fig. 5. Work on present job category of regular workers

10 Fig. 6. Work on present job category of non-regular workers

11 Fig. 8. Supervision on present job category of non-regular workers Fig. 7. Work on present job category of regular workers

12 Fig. 10. Present pay category of non-regular workers Fig. 9. Present pay category of regular workers Fig. 11. Opportunities for promotion category of regular workers

13 Fig. 12. Opportunities for promotion category of non-regular workers Fig. 14. People on your present job category of non-regular workers Fig. 13. People on your present job category of regular workers

14 Fig. 15. Tangibles category of regular workers Fig. 16. Tangibles category of non-regular workers Fig. 17. Reliability category of regular workers

15 Fig. 19. Responsiveness category of regular workers Fig. 18. Reliability category of non-regular workers

16 Fig. 20. Responsiveness category of non-regular workers Fig. 22. Assurance category of non-regular workers Fig. 21. Assurance category of regular workers

17 Fig. 23. Empathy category of regular workers Fig. 24. Empathy category of non-regular workers

19 Ariani, D. W. (2015). Employee satisfaction and service quality: Is there relations? International Journal of Business Research and Management, 6(3), Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality: The customer s voice. In Rust, R. T., & Oliver, R. T. (Eds.). Service Quality: New Directions in Theory and Practice (77-94). Thousand Oaks, CA: Sage. Brown, S. P., & Lam, S. A. (2008). Meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), Chang, K. R., Kim, T. H., & Chang, J. (2005). Job satisfaction and organizational commitment of employees in sport industry. Korean Journal of Sport Science, 16(3), Cho, J. J. (2008). Effect of the job satisfaction of casual workers on the service quality: Focusing on fast food. Unpublished master dissertation. Namseoul University. Choi, H. K. (2008). Utility and limit of Qualitative data analysis(nvivo2): A comparison of traditional analysis method and NVivo 2 analysis. International Journal of Policy Evaluation & Management, 18(1), Choi, I. H. (2016). A comparative study of temporary workers and full-time job attitude: focused on the Korea Post. Unpublished master dissertation. Kyunghee University. Choi, J. H. (2010). Graduate students job satisfaction, organizational commitment, organizational citizenship behavior and perceived service quality provided from their academic adviser in the graduate school of physical education. Journal of Sport and Leisure Studies, 41, Choi, M. M., & Hyun, J. H. (2006). A qualitative study on burnout of social workers in medical setting. Journal of Korean Social Welfare Administration, 8(1), Davis, K., & Newstrom, J. (1985). Human behavior at work: Organizational behavior. New York: McGraw-Hill.

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21 Measurement of Satisfaction in Work Retirement. Chicago: Rand McNally. Song, K. S. (2003). A study factors affecting job satisfaction and organizational commitment of social workers in the public sector. Unpublished Ph. D. dissertation. Daejeon University. Statistics Korea(2016). Economic activity census. Statistics Korea. Research report. The Academy of Korean Studies. (n.d) encyclopedia of Korean Culture. Retrieved November 21, 2016, from Xie, D. (2005). Exploring organizational learning culture, job satisfaction, motivation to learn, organizational commitment, and internal service quality in a sport organization. Unpublished Ph. D. dissertation. The Ohio State University. Yang, J. H. (2015). A comparative study on job satisfaction between regular and non-regular workers in hospitals. Health Policy and Management, 25(4), Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectation. New York: The Free Press.

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<C7D1B1B9B1B3C0B0B0B3B9DFBFF85FC7D1B1B9B1B3C0B05F3430B1C733C8A35FC5EBC7D5BABB28C3D6C1BE292DC7A5C1F6C6F7C7D42E687770> 기혼 여성이 사이버대학에서 상담을 전공하면서 겪는 경험 방기연 (고려사이버대학교 상담심리학과 부교수) * 요 약 본 연구는 기혼 여성의 사이버대학 상담전공 학과 입학에서 졸업까지의 경험을 이해하는 것을 목적으로 한 다. 이를 위해 연구참여자 10명을 대상으로 심층면접을 하고, 합의적 질적 분석 방법으로 분석하였다. 입학 전 에 연구참여자들은 고등교육의 기회를