기업지원사업의 서비스품질이 지각된 가치와 고객만족도에 미치는 영향

The Effect of Service Quality of Business Support Project on Perceived Value and Customer Satisfaction: Companies Received by ‘Fast Track Support Project’ in Sejong City, South Korea

Based on the SERVQUAL model, this study aimed to explore the effect of ‘Service Quality’ of the “Fast-Track Support Project” on the ‘Perceived Value’ and ‘Customer Satisfaction’ of SMEs in Sejong City, South Korea. ‘Service Quality’ consists of ‘responsibility’, ‘assurance’ and ‘safety’. ‘Perceived Value’ consists of ‘monetary value’ and ‘non-monetary value’. Likewise ‘Customer Satisfaction’ is composed of ‘business project participation satisfaction’ and ‘business project expense satisfaction’. For the hypothesis test, 22 beneficiary companies were surveyed and multiple regression analysis was used for statistical analysis. To summarize the results, ‘responsibility’ has a positive effect on both ‘monetary’ and ‘non-monetary value’. ‘assurance’ has a positive impact on ‘non-monetary value’, and ‘safety’ has a positive impact on ‘monetary value’. However, ‘assurance’ has had a negative impact on ‘monetary value’. As a result of the competitive situation for beneficiaries, it was confirmed that as the ‘assurance’ increased, the ‘monetary value’ decreased. In addition, ‘monetary value’ and ‘non-monetary value’ all had a positive influence on‘business project participation satisfaction’, but they had no influence on ‘business project expense satisfaction.’