경찰고객만족교육이 직무태도와 고객지향성에 미치는 영향

Abstract

AStudyontheEffectsoftheCustomerSatisfactionEducationforpoliceOfficersontheirJobAttitudesandCustomerOrientation:FocusingontheBusanMetropolitanPoliceAgency

Do He Jung

Graduate School of Education Pukyong National University

Abstract

This study aims to search for plans on iterative educational training regarding characters of police officers and customer orientation, by inquiring into awareness and satisfaction level of customer satisfaction education for police officers oriented to police officers, who received customer satisfaction education for police officers, and checking job attitude of police officers with the need for systematic iterative learning. Furthermore, this study aims to highlight the necessity for constant education on effective customer satisfaction education for police officers, and provide basic materials required for which customer satisfaction education for police officers can improve job attitude and customer orientation. For the purpose of this study, three research problems have been proposed as follows: Firstly, Are there differences in customer satisfaction education for police officers, job attitude and customer orientation by individual characteristics of the subject of research? Secondly, does customer satisfaction education for police officers give influences on job attitude? Thirdly, does customer satisfaction education for police officers give influences on customer orientation? This study measured the level of job attitude and customer orientation of 210 police officers under the Busan Metropolitan Police Agency, who received customer satisfaction education for police officers. According to the research results regarding the differences in customer satisfaction education for police officers and customer orientation, job attitude and customer orientation by individual characteristics, it turned out that job attitude and customer orientation are influential, while customer satisfaction education for police officers gave influences on job attitude and customer orientation. Subfactors of customer satisfaction education for police officers, such as purpose and necessity of education, educational content, instructor factor and education center factor gave influences on both job attitude and customer orientation. According to the research results regarding the influences of customer satisfaction education for police officers on job attitude, it turned out that job attitude was influenced by purpose and necessity of education, instructor factor and education center factor among subfactors of customer satisfaction education for police officers. This means that job attitude becomes higher as police officers have more positive awareness of purpose and necessity of education, instructor factor and education center factor. However, the results show that educational content gave no influences on job attitude. According to the research results regarding the influences of customer satisfaction education for police officers on customer orientation, it turned out that customer orientation was influenced by instructor factor and education center factor among subfactors of customer satisfaction education for police officers. This means that customer orientation becomes higher as police officers have more positive awareness of instructor factor and education center factor. However, the results show that purpose and necessity of education and educational content gave no influences on customer orientation. The research results made it possible to confirm that customer satisfaction education for police officers gave influences on job attitude and customer orientation of police officers. As we can see from the fact that more positive awareness of instructor factor and education center factor leads to higher customer orientation, it is urgent to adopt education programs relevant to customer satisfaction education for police officers in a more active and systematic manner. It is required to adopt systematic and iterative educational content and methods in accordance with the policy, by fostering specialists in customer satisfaction education for police officers and considering the characteristics of police duties and target subjects.

Key words: Customer satisfaction education for police officers, job attitude, customer orientation