According to the social change, Korea is becoming a multicultural society from homogeneous one. This phenomenon causes some social problems.
Government has provided various support system for multicultural families managed by Ministry of Gender Equality and Family. However, the beneficiaries of Multicultural Family Support Center are not satisfied with the policy. Moreover, Multicultural Family Support Center workers also are dissatisfied with their job due to the inadequate service, labor shortage of the service center, lacking of diverse program and insufficient program operating time and so on.
This study examines the effect of job satisfaction and job commitment to service quality empirically. Data were collected from survey in Daejeon Metropolitan City, Chungcheongnam-do, and Chungcheongbuk-do. Responses for all items were measured by a 5-point scale(1, "strongly dissatisfaction", to 5 "strongly satisfaction").
Empirical analysis using SPSS for Windows 19.0 program reliability(Cronbach's α), descriptive statistics, t-test, analysis of variance(ANOVA), multiple regression analysis was carried out.This study used at the 0.05 significance level.
The results of this study are as follows.
First, the workers show 4.08 in relationship with co-workers, 3.33 in personnel system, 2.57 in pay level, 4.85 in leadership, and 3.95 in overall satisfaction level. As descriptive above, the relationship level with co-workers is highest of all, and the lowest factor is pay level.
Second, concerning organizational commitment, it shows 4.09 in affective commitment, 3.21 in continuance commitment, 3.15 in normative commitment. Totally, the level of affective commitment is the highest and normative commitment is the lowest.
Third, the survey shows 4.38 in service quality. The workers think that their service quality is high enough relatively.
Forth, the analysis shows that education and training, leadership, and job satisfaction are positive correlations with service quality. The pay level is negative correlation between service quality.
Fifth, concerning job commitment, results shows a positive correlation between affective commitment and service quality.
Based on this research, we put forward policy proposal as follows.
First, it is necessary to improve job satisfaction through raising pay level. Especially their the wage level have to be similar to the level of social welfare organization workers'.
Second, the workers contract with Multicultural Family Support Center for one year. It causes high turnout rate of them. The multicultural family has been on increase in Korea and it is necessary to give greater opportunity for advancement to the workers. For this, each center has to expand the organization size and increases staff.
Third, effective education and training for the worker is needed to improve service quality. The training contents and methods are suitable for the employee and the workers could be content with the programs.
Forth, the workers are dissatisfied with the employee evaluation. So, objective and impartial evaluation system has to be operated.
Fifth, their irregular work condition makes their low satisfaction for their job, so it is necessary to guarantee two years for the work period at least. Also, without any great faults for workers, further extension is legalized and the center has to change their temporary positions to permanent ones.
Sixth, the leaders of the center have to manage their organization more actively and guide their staff effectively as manager.
Seventh, central government, local government and the Multicultural Family Support Center try to provide good work condition for them to work hard with a sense of duty and long period. The more they work and the older ages they have, they show a strong attachment to their work and it could lead to good service quality.
As a result, the improvement of work condition for Multicultural Family Support Center worker is more important than anything else. This will be able to contribute in social integration in multicultural society and bring the good effects of national development in Korea.