中小企業 컨설팅의 서비스 品質과 滿足度 分析

Abstract

Government have supported a cooperation consulting of SMEs(Small Medium Enterprises) which made a cooperation as a core business strategy since 2007, however the analysis for the consulting effect have not made yet by reason of the early of business.

In this research, I analyzed that the service quality had a effect on consulting satisfaction of customer for SMEs which got a cooperation consulting service, also analyzed the difference of service quality in society statistical characteristics of the SMEs.

In this research, there are confidence, credibility, sympathy, type, correspondence in components of service quality, also sales, manufacturing plant, type of business, type of certification, employee in variable of society statistical characteristics

In the result of analysis for the difference of service quality in society statistical characteristics, it has not been verified in meaningful differenc for sales, manufacturing plant, type of business, type of certification. But the correspondence(P=.025) of employee has only been verified in meaningful differenc.

In the result of correlation analysis between the service quality and the consulting satisfaction, it has been analysed that there were meaningful correlations in all factors of service quality for consulting satisfaction. And also, in the result of multiple regression analysis between the service quality and the consulting satisfaction, it has been confirmed that confidence(t=2.961, P=.004), sympathy(t=2.415, P=.017), correspondence(t=2.385, P=.019) in low rank of the service quality of SMEs consulting had a meaningful effect in statistics on consulting satisfaction. whereas it has not been verified in correlation of consulting satisfaction for credibility, type, as P value was higher than the level which was set by a researcher.