중소기업에 대한 행정서비스품질 모형에 관한 탐색적 연구: 디자인역량강화사업을 중심으로

초록

This study on the Design Capability Enhancement Business(Project) examines the effects of administrative service quality on customer satisfaction and business performance of small and medium-sized firms. Five factors to measure administrative service quality are identified by factor analysis, namely service quality of a design firm, after-service and infrastructure quality, personnel quality for administrative support, prior quality at application stage, and appropriateness of time and budget; these factors have high explanatory capacity in gauging administrative service quality. Measuring performance is conducted in terms of technical aspects(design) and economic facets(revenue) based on KPIs which are identified through expert panel discussions. Based on the survey of 39 small and medium-sized firms, the results show that follow-up management and infra quality, which is one of the factors of administrative service quality for the Design Capability Enhancement Business(Project), is significant at p<0.1 but other service quality factors don’t significantly affect customer satisfaction. Furthermore, the technical and economic performance are both enhanced in terms of relationship between customer satisfaction and business performance with respect to comparing the pre- and post-Design Capability Enhancement Business(Project). In all, the effect of administrative service quality cannot be easily concluded but we can argue that customer satisfaction affects business performance in terms of supporting business(project) for small and medium-sized firms.

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