카지노딜러의 직무적합성이 직무만족에 미치는 영향에 관한 연구

Abstract

Service quality of service industry differs by provider and it affects the performance of industry. Thus, casino industry which has many contact service with customer and high dependence on manpower must recruit proper personnel for the job and arrange them. Recently, in employee management, emotion has become significant factor, and emotional intelligence became a significant measure to predict and evaluate in creating outstanding performance. In service industry, the emotion management of employee decides service quality perceived by customer. Therefore, this study aims to examine the influence of job fitness of casino dealer to job satisfaction and moderating effect of emotional intelligence. The purpose of this study is to examine the influence of job fitness of casino dealer to job satisfaction and moderating effect of emotional intelligence. For this, the study targeted casino dealer in Jejudo Island to confirm the influence, and tried to suggest future direction and implication. This study selected 3 casinos in Jejudo Island, targeted 180 dealers and conducted survey for 7 days from October 19 to 25, 2017. Entire 180 copies were collected and excluding 15 copies with insincere response, total 165 copies(91.6%) were used as final valid sample in empirical analysis. As for the statistical analysis method ,the study used SPSS 20.0 program. The study conducted frequency analysis, the descriptive statistical analysis for analysis of general characteristics of the data, and to confirm the internal consistency and credibility of investigated items, study adapted reliability analysis by Crobach Alpha coefficient. Also, the study used exploratory factor analysis to confirm validity, and to verify the hypothesis of the study, the study conducted factor analysis, regression analysis and hierarchical moderated regression analysis. The study analysis results are as follows. First, regarding hypothesis 1, as the result of analyzing the influence of job fitness of casino dealer to job satisfaction, it had significant influence on job satisfaction. Second, regarding hypothesis 2, in the relationship between job fitness and job satisfaction, the apprehension of self-emotion and emotional utilization of emotional intelligence had moderating effect. This indicates that as one dealer is arranged to one table, the dealer plays leading role as the moderator of game and that when they try to lead the performance of organization to positive direction by using the emotion well despite the emotional stress during work, it increases job satisfaction. Through this study, it confirmed the effectiveness of emotional intelligence in the relationship between job fitness and job satisfaction of casino dealer. Casino businesses mostly arrange dealers to their desired job position, but in Korea, excluding Gangwon Land, most of the casinos are for foreigners which is hard for the general public to get the job. Thus, there could be job dissatisfaction due to discordance with one's desired position and actual position. Thus, there is a need for job fitness test for jobs in casino. Also, it is expected that through the expertise system or education program for dealers who are providing service at the contact point with customer, an effective manpower measure can be established.