Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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An Empirical Study on the Influence of Web site's Quality Assessment of Entrepreneurial Company to Customer's Satisfaction and Purchase Intention

중소창업기업 웹사이트의 품질평가를 통한 고객 만족감과 구매의도와의 관계에 관한 연구

  • Lee, Woo Jin (Graduate School of Global Entrepreneurship, Kookmin University) ;
  • Oh, Hye Mi (Division of Entrepreneurship, Chungang University)
  • 이우진 (국민대학교 글로벌 창업벤처대학원) ;
  • 오혜미 (중앙대학교 창업학과)
  • Received : 2014.02.11
  • Accepted : 2014.06.12
  • Published : 2014.06.30
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Abstract

Because the increased number of Internet users and the common use of IT technology via the expansion of domestic IT infrastructure have increased the web site use of companies, Internet users have begun to experience a range of online websites. In a digital environment, entrepreneurial companies who have limited resources will require effective management by analyzing the critical factors of the website quality assessment and focusing their resources to seize the market because the website quality built in the company directly affects the satisfaction and purchase activity of the customers. In this study, a total of 523 surveys from the customers visiting online websites of the entrepreneurial companies were collected to analyze the factors between the influencing factors and satisfaction and purchase intention using the ServQual method in the AMOS 18.0 program. This analysis showed that the customers visiting the website are satisfied with the factors of tangibility, reliability and responsiveness of visited websites, and the factor of community, which indicates that the level of customer activity in the web sites is related significantly to the customers' purchase intentions.

인터넷 이용자가 증가하고 국내의 IT 인프라 확충을 통한 IT 기술의 보편화는 기업들의 웹사이트 사용을 증가시켰고 이로 인하여 인터넷 유저들은 다양한 웹사이트들을 경험하기 시작하였다. 이미 기업이나 공공기관들은 웹사이트를 조직의 성공 수단으로 활용하고 있으며 특히 한정된 자원을 가지고 있는 중소창업기업들의 비즈니스에서 온라인 웹사이트는 상대적으로 적은 비용으로 고객과의 소통을 만들어 주는 중요한 역할을 하고 있다. 이러한 디지털 환경에서 기업에서 구축한 웹사이트의 품질은 고객의 만족과 구매에 직접적인 영향을 미치기 때문에 중소창업기업들이 시장에서 경쟁우위를 선점하기 위해서는 웹사이트에 대한 세밀한 품질분석을 통한 중요요인을 도출하고 자원을 집중하는 효율적인 경영활동이 필요하다. 본 연구에서는 중소창업기업의 웹사이트에 방문하는 고객들을 대상으로 총 523부의 설문지를 회수하여 분석하였고 서비스 품질측정 도구인 ServQual을 이용하여 고객의 만족과 구매의도에 영향을 미치는 요인의 상관관계를 AMOS 18.0 프로그램을 사용하여 분석하였다. 분석결과 가상의 공간에서 이루어지는 중소창업기업의 웹사이트는 잘 제작된 웹사이트를 통한 편리함과 고객대응 그리고 제공된 정보에 대한 믿음을 통해 방문 고객들의 만족에 주요한 영향을 미치고 있음을 알 수 있었으며, 다수의 고객들이 방문하여 커뮤니티가 활성화 되어있는가에 대한 부분 역시 고객들의 구매의도에 유의한 영향을 미치고 있음을 알 수 있었다. 본 연구는 새 정부의 창조경제 시대를 맞이하여 빠르게 증가하고 있는 중소창업기업들에게 지속가능한 경영을 위한 수단으로써 효율적인 웹사이트 구축을 할 수 있는 방법을 제시하였다.

Keywords

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