สัมพันธภาพภายในองค์กรและความพึงพอใจในการสื่อสารภายในองค์กรกับพฤติกรรมการทำงานของพนักงานบริการลูกค้า

บทคัดย่อ

The purposes of this research are to study the differences between personal factors of customer service staffs with relationship in organization and satisfaction in internal communication in organization, to study the relationship of relationship in organization and satisfaction in internal communication in organization with job satisfaction of customer service staffs, and to study the relationship between job satisfaction and work behavior of customer service staffs. The study is based on quantitative research with survey research. A questionnaire is used to collect data for 400 people with non-probability and accidental sampling. Collecting data from the general populations who are 18 years of age or older and who have worked as customer service staffs for at least a year in 3 types of customer service job including Call Center staffs, Customer Relations staffs and General Customer Service staffs.

The results showed that personal factors of customer service staffs were no significantly different with relationship in organization and satisfaction in internal communication in organization. Relationship in organization and satisfaction in internal communication in organization had positive correlation with job satisfaction of customer service staffs at both very high levels. Lastly, relationship in job satisfaction had no correlation with work behavior of customer service staffs.