The Effects of empowerment on job satisfaction, organizational commitment and Service Quality

Abstract

Abstract The purposes of this study were to investigate the impacts of empowerment, job satisfaction, and organizational commitment on service quality. So, this research attempted to test the hypothesized relationsh ips between service quality and its determinants such as job satisfaction, organizational c ommitment, and customer orientation. To measure these hypotheses, total 200 questionnai res were handed out and 185 were collected. Finally 163 questionnaires were used for th e analysis, while 22 were found to be invalid. The frequency analysis, factor analysis, r eliability analysis, and multiple regression were conducted after coding and cleaning by SPSS 18. 0 The result of this study are as follow. As a result of multiple regression, it shows that empowerment have an effect on job satisfaction, organizational commitment, and service quality. A nd it shows that job satisfaction and organizational commitment have an effect on se rvice quality. Key Words : empowerment(임파워먼트), job satisfaction(직무만족), organizational c ommitment (조직몰입), service quality(서비스품질)