CSR과 내부서비스품질이 내부고객만족과 이직의도에 미치는 영향 - 기업 윤리교육에 따른 조절효과 -

Abstract

The purpose of this study shows the effects with CSR suggested by casino corporation and the internal service quality and internal customer satisfaction. And also this begins with the presumption that corporate ethical education causes moderating effects between the two conceptions, CSR and internal service quality. The structural model was tested using the empirical date collected from 348 casino dealers. The study result of structural equation model(SEM) presents CSR and internal service quality have significant moderating effects on internal customer, and moderating effects on ethical education develop a significant moderating effects between CSR and internal customer satisfaction. Therefore, suppose that CSR and internal service quality suggested by casino corporation have positive effects, internal customer satisfaction will grow and turnover rate will be reduced. To make the ethical education have moderating effects on internal customer satisfaction, I assume that indirect benefit, CSR, has more moderating effects on it than direct profit, internal service quality.