개인특성변수와 내부만족변수 간 관련성에 관한 탐색적 연구

This study explored the effect of individual characteristic variables on internal marketing satisfaction and internal customer satisfaction for local public enterprises. Many studies suggest similar variables such as education and training, delegation of authority, compensation system, welfare, and internal communication as major factors of internal customer satisfaction and internal marketing. Accordingly, internal marketing satisfaction and internal customer satisfaction were proposed as internal satisfaction variables, and influencing factors were identified after subdividing them into various components, but due to the difficulty of identifying existing studies, a study was conducted on the difference in satisfaction of individual components according to individual characteristics at the exploratory level. As a result of the analysis, first, although the constituent factors of internal marketing satisfaction and internal customer satisfaction were different, there was a similar trend in the difference in satisfaction between groups by individual characteristics. Among the six individual characteristic variables, the difference between groups was generally large in four variables, including gender, age, years of service, and position, and the difference between groups was relatively small in two variables, including important factors in work life and work departments. By constituent factors, it can be seen that in the case of important factors in work life, the group that values compensation generally had low satisfaction, and the group that values leadership and organizational management generally had high satisfaction, so the satisfaction was somewhat lower in the group that was sensitive to compensation. Compared to the female group, the satisfaction of the male group was relatively higher, and the lower the age, years of service, and position, the lower the satisfaction. Lastly, there was no significant difference, but in general, the satisfaction of the support department tended to be higher than that of the business department. As such, satisfaction was different according to various personal characteristics, and based on this, the performance of internal customer satisfaction management could be improved, and personal characteristics were first proposed as a factor influencing internal marketing.