무역지원기관의 서비스품질 및 중소기업의 수출성과 결정요인

An Empirical Study on the Determinants of the Service Quality of the TSOs and Performance of the Exporting Firms

Economic growth rate of Korea bas heavily depended on its international trade. Thus, sustainable growth of the international trade is very important for Korea This study aims to provide a comprehensive analysis of the correlation between export perfonnances of trading companies and service quality, utiliz.ation and customer satisfaction of TSOs(trade support organiz.ations). According to empirical survey results, major findings of this study can be summarized as follows. First, the determinants of service quality(systemizing, reliability, and empathy) must be enhanced for TSOs to improve the overall quality of its services. Second, TSOs must fully apply their systemizing and empathizing abilities to boost quantitative performance. Third, exceptional service perfonnance must be delivered to improve customer satisfaction. In conclusion, trade support organizations can increase customer satisfaction by making services systematically available through service-related PR activities and ensuring a high degree of convenience for optimized work processes, improving personnel professionalism and conducting job responsibilities in a fair manner, and finally, communicating with clients and providing high-quality customiz.ed services.