본 연구는 신뢰, 임파워먼트, 조직몰입이 장애인복지기관에 종사하는 사회복지사들의 서비스 질에 영향을 미치는지를 알아보기 위해 이루어졌다. 이를 위해 장애인복지기관에 종사하고 있는 사회복지사 288명을 대상으로 신뢰, 임파워먼트, 조직몰입 및 서비스 질 척도를 사용하여 자료를 수집하였다. 수집된 자료는 SPSS 12.0을 활용하여 중다회귀분석으로 실시하였다. 중다회귀분석 결과, 장애인복지기관에 종사하는 사회복지사의 서비스 질은 신뢰, 임파워먼트, 조직몰입에 의해 유의하게 예언되었다. 그리고 장애인복지기관에 종사하는 사회복지사의 서비스 질에 대한 각 변수들의 하위요인들의 영향력을 검증한 결과, 신뢰의 하위요인들 중에서는 계산적 신뢰와 지식적 신뢰에 의해, 임파워먼트의 하위요인들은 의미성, 역량, 자기결정력, 영향력의 모든 하위요인에 의해 그리고 조직몰입의 하위요인들 중에서는 감정적 몰입에 의해 유의하게 예언되었다. 그리고 마지막으로 연구의 의의, 제한점 및 후속연구를 위한 제언을 제시하였다.

This study aims to research the influence that trust, empowerment, and organizational commitment have on service quality of employees working with welfare institutions for the disabled. The data was collected from the scales of the trust, empowerment, and organizational commitment for 288 employees working in the institutions. The data was analysis in multiple regression using SPSS 12.0. As a result of the analysis, the service quality has been significantly influenced by the three variables: trust, empowerment, and organizational commitment. I have verified the effect of the sub-elements of each variable on the service quality. In conclusion, the service quality has been significantly influenced by calculus based trust and knowledge based trust among the sub-elements of the trust and all sub-factors of empowerment: meaning, competence, self-determination, and impact. And the service quality has been also influenced by affective commitment among the sub-factors of the organizational commitment. Finally, the significance of this study, its limitation and further research was discussed.

This study aims to research the influence that trust, empowerment, and organizational commitment have on service quality of employees working with welfare institutions for the disabled. The data was collected from the scales of the trust, empowerment, and organizational commitment for 288 employees working in the institutions. The data was analysis in multiple regression using SPSS 12.0. As a result of the analysis, the service quality has been significantly influenced by the three variables: trust, empowerment, and organizational commitment. I have verified the effect of the sub-elements of each variable on the service quality. In conclusion, the service quality has been significantly influenced by calculus based trust and knowledge based trust among the sub-elements of the trust and all sub-factors of empowerment: meaning, competence, self-determination, and impact. And the service quality has been also influenced by affective commitment among the sub-factors of the organizational commitment. Finally, the significance of this study, its limitation and further research was discussed.

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trust, empowerment, organizational commitment, service quality