Job Satisfaction and Service Quality of Bus Drivers in Korea

Abstract

The objective of this paper is to examine the relationship between bus drivers' job satisfaction and the resulting service quality using the survey data in Korea. From the data analyzed, significant differences in job satisfaction among groups with various pay levels were observed, which may result in inconsistent service quality. To increase bus drivers' job satisfaction and hence, improve service quality, it is recommended that a company should establish job stability, enforce fair policies, enhance employee benefits and encourage individual accomplishment. In addition, a bus company should increase its pay level satisfaction which is not highly correlated with the absolute pay level but rather the relative pay level when compared with that of other companies. Also, it has been shown that the accident rate is inversely proportional to the sufficiency of rest facilities provided by a bus company.