중소기업을 위한 교육훈련이 고객만족과 행동의도에 미치는 영향에 관한 연구

• 영문명: A Study on the Effect of contribution to Customer Satisfaction and Behavioral Intertions by the Education and Training for Small and Mindium Sized Firms
• 발행기관: 한국산업경영시스템학회
• 저자명: 구자활(J.H. Koo) 김영형(Y.H. Kim) 오현승(H.S. Oh) 이세재(Lee ㆍK.S) 윤광식(K.S. Youn) 조진형(J.H. Cho)
• 간행물 정보: 『산업경영시스템학회지』제33권 제1호, 121~131쪽, 전체 11쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.03.30

영문 초록

Technological innovation depends on the quality of workers, whose ability is the key component to raise business competitiveness. Our study evaluates how satisfactory is the training of workers at small and medium sized firms , and suggest how to improve upon it. We show the theoretical framework for the relation between customer satisfaction and their behavioral intent on the one side, and factors of training service quality. Our result show: (I) Factors affecting customer satisfaction are, in descending order of importance, expertise, policy, follow-up service, attitude and behavior, and convenience. (2) Contrary to established views on the service quality, satisfaction for training would not be the prerequisite variable for intent to act, in case of training service quality. (3) Satisfaction level for training depends on the type of organization in charge of training (government, university, or private sector.) lt also varied among different types of business (L-type, A-type, and J-type.) Small and medium sized firms find it difficult to commit to training education due to lack of money and manpower. The recent expansion of free training service would address part of this problem. On the other hand, the outfit in charge of training could boost service quality by customizing their training program to the type of business they cater to

목차

1. 서 론

2. 연구의 이론적 모형 및 가설설정

3. 연구 방법

4. 실증분석 및 평가

5. 결론 및 향후 연구과제

키워드

small and Medium Sized Firms Educational Satisfaction Behavioral Iintentions