사회적 기업의 성공요인과 내부고객 만족이 기업성과에 미치는 영향

Abstract

There is a growing interest around the world in social enterprises as a potential means to deal with arising social problems like economic inequality, aging society and regional imbalance. Even though a project to create social jobs was undertaken in 2003 in Korea, it was unsuccessful in continuouslycreating jobs. What we learnt from this project for social jobs is that "it is important to create jobs, but it is more important to sustain them". In other words, since what makes it possible for social enterprises to continue on is not getting a subsidy or support fund, but securing competitiveness of the business through economic activities, it is important for companies to identify factors that will allow for such sustainable operation. While much is known about the relationship between management of external customers and performance, only a scant amount of research has been conducted on the management of internal customers and its subsequent effects on firm performance. As such this study aims to examine some of the factors that contribute to successful management of internal customers and how internal customer satisfaction in turn can influence corporate performance with a particular focus on the Jeju region. For this study, we collected data from 18 enterprises(11 social enterprises and 7 preparatory social enterprises) in the Jeju region. The collected data was empirically analyzed to test the hypotheses of our conceptual model by using SPSS 12.0 program. The summarized results are as follows: First, strategic factor, entrepreneurship, organizational factor and social network factor were shown to have positive correlation with internal customer satisfaction while business environment was shown to have no correlation. Second, reward satisfaction and job importance among internal customer satisfaction of social enterprises were shown to have positive effect on profit-making performance. Third, job satisfaction, supervisory satisfaction and job importance among internal customer satisfaction of social enterprises were shown to have positive effect on public interest performance. Fourth, business environment and social network factors of social enterprises had positive effect on profit-making performance. Fifth, strategic factor, entrepreneurship and social network factor of social enterprises were shown to have positive effect on public interest performance. The present study has some important policy and managerial implications. First, it is advisable to increase wages and provide internal customer education programs in order to improve internal customer satisfaction. However, it is also important to install strategic education settlement program and develop ways to promote social enterprises through differential budget support systems. As a managerial implication, the closeness of social enterprises should be increased by the development of corporate talent fostering program and internship linked program. In addition, it is necessary to cultivate a creative and professional business mindset among Jeju-based social enterprises so that they can operate without having to overly depend on government finances.