서비스 이익 사슬 모델을 활용한 친환경 자동차 정비 서비스품질, 고객만족, 장기지향성 간의 관계에 대한 연구

• 영문명: A Study on the Relationship between Service Quality, Customer Satisfaction, and Long-term Orientation for Eco-Friendly Car Maintenance Using Service Profit Chain Model: Focusing on Comparison between Internal and External Customers
• 발행기관: 한국산업경영시스템학회
• 저자명: 황정엽 박찬권 김채복
• 간행물 정보: 『산업경영시스템학회지』제46권 제2호, 82~101쪽, 전체 20쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2023.06.30

영문 초록

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 ques- tionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effecton interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

목차

1. 서 론

2. 이론적 배경

3. 연구가설 및 연구모형

4. 실증분석 및 결과

5. 연구결과 종합 및 시사점, 차후 연구방향

References

키워드

Customer Satisfaction Eco-Friendly Car Maintenance Service Quality Internal Customer Satisfaction External Customer Satisfaction Long-Term Orientation