서비스부문의 스마트워크 품질이 업무 효율성에 미치는 영향

Abstract

Smart work is leading the important changes in the working environment of the 4th Industrial Revolution by the way workers work freely across time and space based on the Internet. Recognizing the importance of smart work, this study aims to study the relationship between smart work quality and work efficiency in working environment by referring to related studies and literatures. The theoretical model and hypothesis of this study were established based on previous studies related to smart work quality and work efficiency. In order to achieve the purpose of this study, we selected a department store that occupies an important position in the tourism industry, and collected data by conducting a questionnaire survey using convenience extraction method for employees working there. The study subjects obtained data from self-investigated questionnaires from August 20th to September 30th, 2019, for partner employees working at Shinsegae Department Store at Centumcity, Busan. The questionnaire consisted of 37 questions excluding demographic content, and a total of 320 questionnaires were distributed, and a total of 300 questionnaires were used as the final analysis data, excluding unsatisfactory responses or questionnaires. In order to analyze the concept of smart work quality, this study first grasped the perception of smart work quality and efficiency among partners, and then examined the relationship between smart work quality and work efficiency. Next, we analyzed how the leadership of managers affects the relationship between smart work quality and work efficiency. As a result, the system quality such as convenience, connection, speed, and speed of up and down of the system use process, usage method, and acquisition method among smart work quality have an effect on work efficiency. In addition, technical system quality such as proper design and configuration, use and operation of the system affects the work efficiency. Next, information quality among the quality of smart work was found to affect the work efficiency by providing data related to sales and transactions, data corresponding to department administrative work, and standardized forms. In the case of service quality, the user's real-time work processing and the provision of result contents have an effect on work efficiency. In the effect of smart work quality on work efficiency, the moderating effect of transformational leadership showed partial results. First of all, in the case of information quality that showed a moderating effect, the overall scope of work is the role of sales leader, but more leadership is needed. This suggests that the sales leader's human resources such as sales, profits, and transactions of department stores are needed in addition to the prompt and convenient administrative work in the field. On the other hand, among the quality of smart work, system quality and service quality had no moderating effect, and the use of department store smart work system is mainly focused on the fast and smooth work process as the field-oriented workers. It can be seen that the attributes of system quality and service quality, which provide a convenient work environment that meets the task, are sufficient to support efficient work performance. According to the results of this study, smart work system can reduce the space cost, operation cost, and manpower cost, and share various information resources by connecting manpower, information, and administration systems through a network, eliminating unnecessary waste factors such as payment. And contribute to streamlining and simplifying work. In addition, this study shows that the leadership of sales leaders contributes to the smooth and autonomous execution of work in the relationship between smart work quality and work efficiency. Implications are as follows: First, since there were no studies that simultaneously analyzed the level of smart work quality and the direct and regulatory effects of transformational leadership, this research model could serve as a basic guideline for conducting subsequent research. Second, this study analyzes the effect of smart work quality on work efficiency and continuously monitors the relationship between department smart work quality and work efficiency based on the development of new system quality in line with the Fourth Industrial Revolution. It will be used as a guideline for future research.