A study on job satisfaction, job expertise, job burnout and the organizational commitment of dedicated workers in multicultural family comprehensive information telephone center (danuri call center) Lee Moo Young1, Park Su Sun2,*, Kang Ki-Jung3 1Professor, Dept. of Social Welfare, Daeduk College, Daejeon, Korea 2Professor, Dept. of Social Welfare, Seowon University, Cheongju, Korea 3Professor, Dept. of Social Welfare, Baekseok University, Cheonan, Korea *Corresponding Author: Su Sun Park Professor, Department.of Social Welfare, Seowon University, Cheongju, Korea. Email: sunybono@gmail.com
Online published on 16 October, 2018. Abstract This study was conducted on personnel at the Danuri Call Center to analyze the effect of job satisfaction, of job expertise, job burnout on their commitment to the organization. Based on this analysis, the paper seeks to conclude measures that can improve the services of dedicated personnel at the Call Center. This study was conducted from August to October 2015, with a total of 111 people, including 73 people in charge of telephone counseling at Danuri Call Center 1577–1366, and 38 persons in charge of interpreting and interpreting service at Multicultural Family Support Center. The study surveyed the job satisfaction, expertise, organizational commitment and degree of burnout among these staff members. Data analysis was conducted using statistical package SPSS Win 18.0, and t-test was conducted to determine the difference of each related variables on organizational commitment. First, there was a difference in organizational commitment according to job satisfaction and direct expertise. Second, organizational commitment showed that the level of job burnout of the subjects was higher than that of the whole subjects. Third, the higher the job satisfaction, the higher the job specialty, the higher the burnout, the higher the organizational commitment. Overall, it is necessary to seek ways to improve working conditions in order to alleviate the burnout of dedicated workers and improve organizational commitment. In particular, since the service of the call center is recognized as a service that requires expert knowledge and technology in common with the service provider and the user, it is necessary to establish a system as an expert and improve the treatment related system. Top Keywords Job Satisfaction, Job Expertise, job Burnout, Organizational Commitment, Multicultural Family. Top |