Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
권호 표지

A Study on the Effect of Contribution to Customer Satisfaction and Behavioral Intentions by the Education and Trainning for Small and Mindium Sized Firms

중소기업을 위한 교육훈련이 고객만족과 행동의도에 미치는 영향에 관한 연구

  • Koo, J.H. (Department of Industrial and Systems Engineering, Kumoh National Institute of Technology) ;
  • Kim, Y.H. (Central Regional headquarter, KICOX) ;
  • Oh, H.S. (Department of Industrial and Management Engineering, Hannam University) ;
  • Lee, S.J. (Department of Industrial and Systems Engineering, Kumoh National Institute of Technology) ;
  • Youn, K.S. (Central Regional headquarter, KICOX) ;
  • Cho, J.H. (Department of Industrial and Systems Engineering, Kumoh National Institute of Technology)
  • 구자활 (금오공과대학교 산업시스템공학과) ;
  • 김영형 (한국산업단지공단 중부지역본부) ;
  • 오현승 (한남대학교 공과대학 산업경영공학과) ;
  • 이세재 (금오공과대학교 산업시스템공학과) ;
  • 윤광식 (한국산업단지공단 중부지역본부) ;
  • 조진형 (금오공과대학교 산업시스템공학과)
  • Received : 2010.01.15
  • Accepted : 2010.03.19
  • Published : 2010.03.31
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Abstract

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: (1) 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.) It 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.

Keywords

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