The Effect of Self-efficacy and Organizational badness behavior to Internal Customers on Job Satisfaction, Job Stress and Turnover Intention

The purpose of this study is to identify factors affecting turnover intention and to find ways to reduce turnover intention. Accordingly, job satisfaction and job stress is defined as antecedent factors of turnover intention. And the effect of self-efficacy on organizational satisfaction was examined. In addition, factors affecting job stress is defined as organizational badness behavior, which has been studied a lot recently. This study was to examine the effect of abusive supervision(unhumane administration), conflict behavior for human relation on job stress. For the purpose of the study, a survey was conducted targeting service companies in Gangwon-do. First, self-efficacy was found to have a positive (+) effect on job satisfaction. Second, abusive supervision was found to have a positive (+) effect on job stress. Third, conflict behavior for human relation were found to have a positive effect on job stress, indicating that organizational badness behaviors increase job stress. Fourth, job stress was found to have a negative effect on job satisfaction(p=.1). Fifth, job satisfaction was found to have a negative effect on turnover intention. Sixth, job stress was found to have a positive effect on turnover intention. In addition, the degree of influence of job satisfaction and job stress on turnover intention was compared, and the degree of influence of job stress on turnover intention was found to be greater than that of job satisfaction on turnover intention. Through the above research results, it was found that in order to lower turnover intention, it is necessary to increase the self-efficacy of employees, who are internal customers, to increase job satisfaction, and to reduce organizational detrimental behaviors to reduce job stress of internal customers. In particular, the results show that lowering job stress is more effective in lowering turnover intention than increasing job satisfaction, indicating that preventing bad behavior within an organization is important.