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

  • 제46권2호
  • /
  • Pages.82-101
  • /
  • 2023
  • /
  • 2005-0461(pISSN)
  • /
  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
권호 표지
DOI QR코드

DOI QR Code

서비스 이익 사슬 모델을 활용한 친환경 자동차 정비 서비스품질, 고객만족, 장기지향성 간의 관계에 대한 연구: 내부 및 외부 고객 간 비교를 중심으로

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

  • Jung Yup Hwang (School of Business Administration, Kyungpook National University) ;
  • Chan Kwon Park (School of Business Administration, Kyungpook National University) ;
  • Chae Bogk Kim (School of Business Administration, Kyungpook National University)
  • 투고 : 2023.04.20
  • 심사 : 2023.06.09
  • 발행 : 2023.06.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

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 questionnaires 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 (+) effect on 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.

키워드

참고문헌

  1. Ahn, K.H., Kim, M.S., and Kim, B.I., The Study of the Effect of Container Terminal Service Quality on Customer Satisfaction and Loyalty, Management Review, 2008, Vol. 37, No. 3, pp. 417-442.
  2. Anderson, W.E., Customer Satisfaction and Word of Mouth, Journal of Service Research, 2998, Vol. 1, No. 1, pp. 5-17.
  3. Anderson, W.E., Fornell, C., and Lehmann, D.R., Customer Satisfaction, Market Share & Profitability, Findings Form Sweden, Journal of Marketing, 1994, Vol. 58, No. 3, pp. 53-66. https://doi.org/10.1177/002224299405800304
  4. Anderson, W.E., Fornell, C., and Rust, R.T., Customer Satisfaction, Productivity, and Profitability: Differences between Goods and Services, Marketing Science, 1997, Vol. 16, No. 2, pp. 129-145. https://doi.org/10.1287/mksc.16.2.129
  5. Berry, L.L., The Employee as a Customer, Journal of Retail Branding, 1981, Vol. 3, No. 1, pp. 33-44.
  6. Brady, M.K. and Cronin, Jr, J.J., Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, 2001, Vol. 65, pp. 34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
  7. Choi, J.H., Interrelationships among Perceived Service Quality, Customer Attitudes, Satisfaction and Revisit Intention in Hotel Service Encounters, Journal of Tourism and Leisure Research, 2003, Vol. 15, No. 2, pp. 59-77.
  8. Chung, K.H., and Chung, T.S., The Relationship among Market Orientation, Service Quality, and Customer Satisfaction, Journal of Industrial Economics and Business, 2008, Vol. 21, No. 4, pp. 1619-1652.
  9. Dabholkar, P.A., Thorpe, D.I., and Rentz, J.O., A Measure of Service Quality for Retail Stores, Journal of the Academy of Marketing Science, 1996, Vol. 24, pp. 3-16. https://doi.org/10.1007/BF02893933
  10. Donovan, D.T., Brown, T.J., and Mowen, J.C., Internal Benefits of Service Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors, Journal of Marketing, 2004, Vol. 68, pp. 128-146. https://doi.org/10.1509/jmkg.68.1.128.24034
  11. Fornell, C., and Larcker, D.F., Evaluating Structural Equation Models with Unobservable and Measurement Error, Journal of Marketing Research, 1981, Vol. 18, No. 1, pp. 39-50. https://doi.org/10.1177/002224378101800104
  12. Gil, H.J., Rhim, H.S., Kim, G.H., and Wang, K.H., Process-Based Service Quality Assessment of Automobile Maintenance Service, Productivity Review, 2012, Vol. 26, No. 1, pp. 207-227. https://doi.org/10.15843/KPAPR.26.1.201203.207
  13. Gronoos, C., Service Management and Marketing: A Customer Relationship Management Approach, 2nd Edition, 2000, Chichester: John Wiley and Sons.
  14. Hair, J.F., Hult, G.T.M., Ringle, C.M., and Saratedt, M., Understanding the PLS Structural Model, P&C Media, 2014.
  15. Han, C.H., Market Concentration and Development Strategies of International Liners and Terminal Operators, The Journal of Shipping and Logistics, 2007, Vol. 55, pp. 1-25. https://doi.org/10.37059/tjosal.2007..55.1
  16. Henseler, J., Ringle, C.M., and Sinkovics, R.R., The Use of Partial Least Squares Path Modeling in International Marketing. In Sinkovics, R.R., Ghauri, P.N. eds. New Challenge to International Marketing, Emerald Group Publishing Limited. 2009, pp. 277-319.
  17. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, Jr, W.E., and Schlesinger, L.A., Putting the Service-profit Chain to Work, Harvard Business Review, 1994, Vol. 72, No. 2, pp. 164-174.
  18. Heskett, J.L., Sasser, Jr, W.E., Wheeler, J., Ownership Quotient Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage, 2008, Boston MA: Harvard Business School Press.
  19. Hong, E.S., and Lee, M.H., The Study on the Service Quality Perception Type, Consumer Satisfaction and Loyalty of Automobile Repair Service, Journal of human ecology, 2010, Vol. 20, pp. 95-106.
  20. Hwang, D.U., and Park, Y.A., A Study on the Influence of Job Satisfaction and Customer-Oriented Attitudes of Internal Customers to Perceived Service Quality, Satisfaction, and Loyalty of External Customers, International Journal of Tourism Management and Sciences, 2014, Vol. 29, No. 5, pp. 55-75.
  21. Hwang, J.Y., Kim, C.B., and Park, S.M., Car Maintenance Service Quality Evaluation using Kano Model and Potential Customer Satisfaction Improvement Index, Korean Business Education Review, 2021, Vol. 36, No. 5, pp. 1-24. https://doi.org/10.23839/kabe.2021.36.5.1
  22. Hwang, J.Y., Park, S.M., and park, C.K., Effect of Performance Compensation for Employees in Auto Repair Service on Motivation, Organizational Commitment and Labor Productivity, Journal of Business Research, 2022, Vol. 37, No. 2, pp. 1-25. https://doi.org/10.22903/JBR.2022.37.2.1
  23. Jeong, Y.G., and Park, J.K., A Cross-Cultural Study on the Service Quality, Customer Satisfaction and Intention of Repurchase, Journal of Marketing Management Research, 2001, Vol. 6, No. 2, pp. 85-125.
  24. Kang, G., and James, J., Service Quality Dimensions: An Examination of Gronroos's Service Quality Model, Managing Service Quality, 2004, Vol. 14, No. 4, pp. 266-277. https://doi.org/10.1108/09604520410546806
  25. Kim, H.G., and Oh, Y.H., A Study on Customer Satisfaction in Automobile Repair Service, Journal of Tourism & Industry Research, 2003, Vol. 18, pp. 117-135.
  26. Kim, K.K., Suh, C.H.; and Joo, H.S., The Impact of Hotel Employee Job characteristic on Organization Commitment, Job satisfaction, and Citizenship behavior, Korea Journal of Business Administration, 2006, Vol. 19, No. 2, pp. 469-488.
  27. Kim, Y.S., and Kim, S.W., A Study on Method Development of Service Difference Value between Consumer (Service User) and Service Offer on Car Repair Service, and Different Verification, Journal of Consumer Studies, Vol. 24, No. 1, 2013, pp. 197-218.
  28. Kotler, P., and Keller, K.L., Marketing Management 14th eds, 2012, New Jersey: Pearson.
  29. Ku, J.A., Kwon, H.J., and Ham, B.K., The Impact of Service Quality on Customer Satisfaction and Behavior Intention in Hotel Service Encounter, International Journal of Tourism and Hospitality Research, 2006, Vol. 20, No. 2, pp. 401-418.
  30. Lee, G.C., and Kho, B.S., A Study on the Effects of Customer Satisfaction to Automotive Repair Service Quality Factors, Papers published at the Fall Academic Conference of the Korean Society of Quality Management, 2013, Vol. 2013, No. 2, p.23.
  31. Lee, H.S. and Leem, J.H., SPSS New UI Manual, Jiphyunjae, 2019.
  32. Lee, I.T., An Empirical Study on the Adoption Intention of Eco-Friendly Car for Perceived Risk and Values, Korean Management Consulting Review, 2020, Vol. 20, No. 1, pp. 285-294.
  33. Lee, J.P. and Lee, S.K., Development and Verification of the Quality Evaluation Model of Public Services in Local Government, The Journal of Political Science & Communication, 2011, Vol. 14, No. 1, pp. 193-215.
  34. Lee, Y.H., Lee, J.H., and Jeong, A.Y., The Effects of Organizational Culture and Human Resources Management on Service Quality, Internal and External Customers' Satisfaction and Management Performance: Focused on the Perception of Employees and Customers of Deluxe Hotels in Busan, Korea Academic Society of Hotel Administration, 2016, Vol. 25, No. 6, pp. 143-163.
  35. Lim, C.H. and Han, J.S., A Study on the Effects of the Service Recovery Justice Perception of Hotel Restaurant, Customer's Emotion and Customer Satisfaction: Focusing on the moderating effect of arousal, Academy of Customer Satisfaction Management, 2012, Vol. 14, No. 1, pp. 63-82.
  36. Lim, J.H., A Study on the Effect of Service-scapes in Auto Repair Shop, Korean Management Consulting Review, 2013, Vol. 13, No. 4, pp. 169-188.
  37. Ministry of Land, Infrastructure and Transport Press, Release 24.7 million Registered Cars... Exceeded 1 Million Eco-Friendly Cars, 2021.
  38. Ndubisi, O.N., Mindfulness, Reliability, Pre-Emptive Conflict Handling, Customer Orientation and Outcomes in Malaysia's Healthcare Sector, Journal of Business Research, 2012, Vol. 65, No. 4, pp. 537-546. https://doi.org/10.1016/j.jbusres.2011.02.019
  39. Oliver, R.L., Swan, J.E., Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach, Journal of Marketing, 1989, Vol. 53, pp. 21-35. https://doi.org/10.1177/002224298905300202
  40. Olorunniwo, F., Hsu, M.K., Udo, G.J., Service Quality, Customer Satisfaction, and Behavioral Intentions in the Service Factory, Journal of Service Marketing, 2006, Vol. 20, No. 4, pp. 59-72. https://doi.org/10.1108/08876040610646581
  41. Park, J.O., Park, I.S., and Yang, C.S., The Effects of Service Quality of Auto Maintenance and Repair Services on Customer Satisfaction and Customer Loyalty, Journal of the Korea Service Management Society, 2010, Vol. 11, No. 5, pp. 176-198. https://doi.org/10.15706/jksms.2010.11.5.008
  42. Park, Y.S., and Han, C.H., The Effects of Internal-External Market Orientation on the Service Quality and Internal-External Customer Satisfaction, Korean Corporation Management Review, 2012, Vol. 19, No. 3, pp. 305-330.
  43. Rust, R., Zahorik, A., and Keiningham, T.L., Return on Quality(ROQ): Marketing Service Financially Accountable, Journal of Marketing, 1995, Vol. 59, No. 2, pp. 58-70. https://doi.org/10.1177/002224299505900205
  44. Rust, R.T., and Oliver, R.L., Service Quality: Insights and Managerial Implications from the Frontier, In Service Quality: New Directions in Theory and Practice, R.T. Rust and R.L. Oliver (Eds), 1994, Thousand Oaks, CA, Sage Publications, pp. 1-19.
  45. Ryu, Y.S. and Yoon, S.H., A Study on the Effect of Social Responsibility and Service Quality on Customer Satisfaction and Long-term Orientation in a Martial Arts Hall, Journal of Business Research, 2019, Vol. 34, No. 2, pp. 186-213.
  46. Ryu, Y.S., Rhim, H.S., and Kim, Y. S., A Study on Measuring Service Quality in Automobile Service Industry, Journal of the Korean society for Quality Management, 2001, Vol. 29, No. 1, pp. 173-183.
  47. Seol, S.C. and Kim, S.B., A study on the Relationship among Medical Service Quality, Intention of Re-Use, Word-of-Mouth Effects: In Case of General Hospital and Special Hospital, Korea Journal of Business Administration, 2004, Vol. 17, No. 4, pp. 1485-1512.
  48. Shin, G.C. and Leem, J.U., Determinants of Long - Term Orientation between Suppliers and Retailers, Management Review, Vol. 31, No. 4, pp. 1069-1088.
  49. Shin, K.S., Study on the Relation of Real Estate Business member on Service Value, Reuse Intent, Word of Mouth Effect, The Journal of The Korea Institute of Electronic Communication Sciences, 2010, Vol. 5, No. 6, pp. 657-663.
  50. Singh, J., Consumer Complaint Intentions and Behavior: A Review and Prospect, Journal of Marketing, 1988, Vol. 52, pp. 93-107. https://doi.org/10.1177/002224298805200108
  51. Tenenhaus, M., Vinzi, V.E. Chatelin, Y.M., and Lauro, C., PLS Path Modeling, Computational Statistics & Data Analysis, 2005, Vol. 48, No. 1, pp. 159-205. https://doi.org/10.1016/j.csda.2004.03.005
  52. Yi, Y.J., and La, S.A., The Relative Effects of Three Dimensions of Service Quality on CS: A Comparative Study of Existing vs. Potential Customers, Korea Marketing Review, 2003, Vol. 18, No. 4, pp. 67-97.
  53. Yoon, S.H., The Influences of Automobile Repair Service Quality on Customer Satisfaction, Customer Trust, and Customer Loyalty: Focusing on Beijing Hyundai Motors Service Center, The International Association of Area Studies, 2001, Vol. 16, No. 4, pp. 447-474.
  54. Zeithaml, V.A., Berry, L.L., and Parasuraman, A., The Behavioral Consequences of Service Quality, Journal of Marketing, 1996, Vol. 60, No. 2, pp. 31-46. https://doi.org/10.1177/002224299606000203