경찰의 조직문화가 경찰관 직무만족과 고객만족에 미치는 영향에 대한 연구

경찰;조직문화;직무만족;고객만족;내부지향;외부지향;350

행정대학원 행정학과(행정학전공) ;

University:서울대학교 대학원

关键词: 경찰;    조직문화;    직무만족;    고객만족;    내부지향;    외부지향;    350;   

Others  :  http://s-space.snu.ac.kr/bitstream/10371/130333/1/000000012724.pdf

美国|英语

来源: Seoul National University Open Repository

【 摘 要 】

Despite the importance of organizational culture for police, the studies about it hasn;;t been accomplished in police organization less than expected. The purpose of this study was to find the correlations between organizational culture and job-customer satisfaction and to suggest the desirable culture for police organization. The first part of propositions was suggested that police organizational culture would be showed significant change as times goes by. The second part of propositions was suggested that internal oriented culture would affect positively customer satisfaction and job satisfaction would mediate this relationship. The third part of proposition was that external oriented culture would affect both job satisfaction and customer satisfaction.The hypotheses were tested quantitatively using survey date about organizational culture, job satisfaction and customer satisfaction, which was collected by customer satisfaction center in KNPA since 2009. This individual-level data was aggregated by each 244 police station group. It was found that organizational culture has a tendency to change through the time. After examining the three organizational culture data sets measured at intervals of 1 or 2 years, it appeared that both internal-external culture have been changing through time. This means that organizational culture could change, even though there was some limitations on the number of data set.Secondly, it was found that internal oriented culture positively affected the job satisfaction, and job satisfaction positively affected the customer satisfaction. In addition, the mediating effect of job satisfaction between internal oriented culture and customer satisfaction was verified. This means that both the goals of job satisfaction and customer satisfaction could be achieved through enhancing internal oriented culture. The proposition that external oriented culture would positively affect the job satisfaction was not supported, with controlling the effect of internal oriented culture toward job satisfaction. Another proposition that external oriented culture would positively affect the customer satisfaction was supported.Finally, serveral theoretical, methodological and practical implications of these research finding were discussed. Based on the limitations of this research, several directions for the future research were also suggested.