Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Customer satisfaction and competitiveness in Global Company: Structural Equation Modeling(SEM) approach to identify the role quality factor

글로벌 기업의 고객만족과 경쟁력 모델 구축: 품질요인확인을 위한 구조방정식모델 적용

  • Kim, Gye Soo (Department of Business and Administration Semyung University) ;
  • Park, Jong Cheol (Graduate school of Business and Administration Semyung University)
  • 김계수 (세명대학교 경영학과) ;
  • 박종철 (세명대학교 일반대학원 경영학과)
  • Received : 2015.01.19
  • Accepted : 2015.02.09
  • Published : 2015.03.31
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Abstract

Purpose: In this research, We made the conceptual frameworks for SEM(Structural Equation Modeling) on Global quality's origin and empirical research. Developing conceptual frameworks is an important step in theory building and theory testing. This research model was developed by strong theoretical foundation which is quality and systematical model. Methods: Questionnaire was developed, and data was collected and analyzed for this study. The analysis was conducted using SEM(Structural Equation Modeling). Results: Results show that process quality and interaction quality are important drivers in customer satisfaction. Customer satisfaction is strongly impact on customer loyalty(repeated purchase). Conclusion: In turbulent business era, Global company require not only excellent quality but also create customer oriented culture and control over operation in the foreign country.

Keywords

References

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