자기효능감, 조직불량행동이 조직만족도와 직무스트레스, 이직의도에 미치는 영향

The Effect of Self-efficacy and Organizational badness behavior to Internal Customers on Job Satisfaction, Job Stress and Turnover Intention

본 연구는이직의도에미치는요인들을규명하여이직의도를낮출수있는방안을모색하는것 이 목적이다. 이에 조직만족도와 직무스트레스를 이직의도의 선행요인이라고 정의하고 조직만족 도에영향을미치는요인을동기요인으로정의하여자기효능감이조직만족도에미치는영향을살 펴보았다. 또한 최근 많이 회자되고 있는 조직불량행동을 직무스트레스에 미치는 영향요인으로 정의하여 조직불량행동이 직무스트레스에 미치는 영향을 파악하였는데, 본 연구에서는 조직불량 행동을 비인격적인 관리행동과 인간관계 갈등행동으로 정의하여 살펴보았다. 연구목적을 위해강원도내서비스기업들을대상으로설문조사하였고, 회수된168부를 분석에 사용하여조사하였다. 첫째, 자기효능감은직무만족도에정(+) 영향을미치는것으로나타났다. 둘 째, 조직불량행동 중 비인격적인 관리행동은 직무스트레스에정(+)의 영향을 미치는 것으로 나타 났다. 셋째, 조직불량행동 중 인간관계갈등행동은직무스트레스에정(+)의 영향을미치는것으로 나타나조직불량행동이직무스트레스를증가시킴을알수있었다. 넷째, 직무스트레스는직무만족 도에 90% 유의수준에서 부(-)의 영향을 미치는 것으로 나타났다. 다섯째, 직무만족도는 이직의도 에 부(-)의 영향을 미치는 것으로 나타났다. 여섯째, 직무스트레스는 이직의도에 정(+)의 영향을 미치는 것으로나타났다. 추가적으로직무만족도와직무스트레스가이직의도에미치는영향을정 도를비교해살펴보았는데직무만족도가이직의도에미치는영향보다직무스트레스가이직의도에 미치는 영향의정도가큰것으로나타났다. 즉이직의도를낮추기위해서는직무만족도를높이는 것보다 직무스트레스를 낮추는 방안을 모색하는 것이 효과적이라는 사실을 발견한 것이다. 이상의 연구결과를통해이직의도를낮추기위해서는내부고객인직원의자기효능감을보다높 게지각하도록하여직무만족도를높이고, 조직불량행동을감소시켜내부고객의직무스트레스를 감소시키는 것이필요하다는것을알수있었다. 특히직무만족도를높이는것보다직무스트레스 를 낮추는 것이 이직의도를 낮추는데 더 효과적이라는 결과를 통해 조직 내부 불량행동 예방이 중요함을 알 수 있었다.

The purpose of this study is to identify factors affecting turnover intention and to find ways to reduce turnover intention. Accordingly, job satisfaction and job stress is defined as antecedent factors of turnover intention. And the effect of self-efficacy on organizational satisfaction was examined. In addition, factors affecting job stress is defined as organizational badness behavior, which has been studied a lot recently. This study was to examine the effect of abusive supervision(unhumane administration), conflict behavior for human relation on job stress. For the purpose of the study, a survey was conducted targeting service companies in Gangwon-do. First, self-efficacy was found to have a positive (+) effect on job satisfaction. Second, abusive supervision was found to have a positive (+) effect on job stress. Third, conflict behavior for human relation were found to have a positive effect on job stress, indicating that organizational badness behaviors increase job stress. Fourth, job stress was found to have a negative effect on job satisfaction(p=.1). Fifth, job satisfaction was found to have a negative effect on turnover intention. Sixth, job stress was found to have a positive effect on turnover intention. In addition, the degree of influence of job satisfaction and job stress on turnover intention was compared, and the degree of influence of job stress on turnover intention was found to be greater than that of job satisfaction on turnover intention. Through the above research results, it was found that in order to lower turnover intention, it is necessary to increase the self-efficacy of employees, who are internal customers, to increase job satisfaction, and to reduce organizational detrimental behaviors to reduce job stress of internal customers. In particular, the results show that lowering job stress is more effective in lowering turnover intention than increasing job satisfaction, indicating that preventing bad behavior within an organization is important.