The effect of commercial sports center employees’ empathy on job satisfaction, customer orientation, service quality, and organization loyalty

Abstract

[Purpose] The purpose of this study was to empirically analyze the relationship between a commercial sports centers employees’ empathy, job satisfaction, customer orientation, service quality & organization loyalty through structural equation model analysis. [Methods] For this purpose, this study set 205 employees’ at the eleven commercial sports centers located in Seoul as the research subjects. In an effort to verify the proposed structural model, this study used IBM SPSSWIN Ver. 21.0 and AMOS 18.0. [Results] First, cognitive empathy had a positive effect on job satisfaction. Second, emotional empathy had a positive effect on job satisfaction. Third, communication empathy had a positive effect on job satisfaction. Fourth, job satisfaction had a positive effect on customer orientation. Fifth, job satisfaction had a positive effect on service quality. Sixth, job satisfaction had a positive effect on organization loyalty. Seventh, customer orientation didn’t had a positive effect on organization loyalty. eighth, service quality had a positive effect on organization loyalty.