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KMID : 0379220190390030531
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Journal of Korea Gerontological Society
2019 Volume.39 No. 3 p.531 ~ p.548
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Effects of Positive Psychological Capitals on Service Quality and Mediating Effect of Job Satisfaction in Professional Care Workers
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Lee Mun-Jae
Cho Choon-Bum
Kim Jung-Hwa
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Abstract
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The purpose of this study is to provide basic data in order to improve service quality based on empirical analyses about a relationship among positive psychological capitals, service quality, and job satisfaction of professional care workers under the Long-Term Care Insurance in South Korea. In this study, total 430 numbers of the workers who were currently working in nursing homes for the elderly at the cities of Ansan, Anyang, Bucheon, and Kwangmyeong in Gyeonggi Province, South Korea, participated in self-report questionnaires. Only 393 questionnaires were used for the final analyses after excluding the ones that neither were not returned nor didn't completed it all.
These are major results. First, positive psychological capitals affect positively on service quality. Second, job satisfaction works as a mediating effect in the process of positive psychological capitals affect on service quality. Based on above results, it is possible to suggest it as down below. First, it is required to have policies that will be helpful for both positive psychological capitals and capacity building through human resource management in systematic approaches. Second, it is also required to acknowledge that having positive psychological capitals is effective to improve both their job satisfaction and service quality. Therefore, it is necessary to change environmental circumstances in relevant institutions where this acknowledgement will be applied.
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KEYWORD
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positive psychological capitals, service quality, job satisfaction, professional care workers
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