기술도입과 복리후생이 직무만족 및 고객만족에 미치는 영향에 관한 연구 - 수도권내 택배 3사 배송사원을 대상으로 -

This study was conducted to analyze job satisfaction and customer satisfaction of parcel delivery workers, which has become a hot topic recently. In addition, technology acquisition and employee welfare are deeply related to job satisfaction of employees in various industries including the delivery services industry. In response, this study surveyed job satisfaction of parcel delivery workers, examined the correlation between it and customer satisfaction, and also observed how introduction of new technology and employee welfare each affect their job satisfaction. A survey on couriers’ job satisfaction was conducted at a logistics center in the Seoul metropolitan area. The job satisfaction measurement tool consisted of four factors – 'work environment', 'customer relationship', 'wages and compensation', and 'work stability'. Three other indexes – ‘employee welfare’, ‘technology at workplace’, and ‘customer satisfaction’ – were factored in our tool after studying various previous domestic and international research and FGI. This study highlights the importance of job satisfaction of delivery workers. In an industry where companies’ main focus is reducing cost and lead time, this study suggests companies invest more in improving employees’ job satisfaction. In summary, the results are as follows: first, introduction of new technology appeared to have a significant negative impact on employees’ job satisfaction. Second, improving employee welfare seemed to have a significant positive effect on employees’ job satisfaction. Third, increase in customer satisfaction level led to positive effect on employees’ job satisfaction. Based on the results of the study, implications and limitations of the research and future research directions, etc. were proposed.