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정보중개상(informediary)의 역할이 고객만족에 미치는 영향에 관한 연구

A Study on the Effect of the Roles of Informediary on the Customer Satisfaction-eith its Main Focus on the Government Procurement Market

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정부조달은 전자상거래가 제공하는 구매절차의 편리성, 시간적인 경제성, 광범위한 검색기능 등으로 인하여 상거래에 대한 인식과 거래형태를 크게 바꾸어 가고 있다. 이러한 시점에서 가상공간에서의 중앙조달기관의 역할을 검토하고 향후 정책방향을 재정립 할 필요성이 있다. 본 연구에서는 구매자와 공급자의 중간에서 양측에 필요한 정보를 제공하고 조달청과 흡사한 거래비용의 절감기능을 수행하고 있는 정보중개상의 역할요소를 조달청의 역할과 관련지어 고객만족에 미치는 영향을 실증분석을 통해 검토해 보았다. 실증분석 결과, 모든 요인이 고객의 만족에 영향을 미치고 있고, 국가종합전자조달시스템은 영향을 미치는 모든 요인을 고려하여 운영하여야 하며, 특히 고객에 대한 신뢰도의 구축이 중앙조달기관의 입장에서 가장 중요시해야 할 요인으로 나타났다.

The Republic of Korea has chosen a centralized system for its government procurement because this system has the merits to administer budgets efficiently, promote procurement business expertise, and minimize the cost of deals, in comparison to the decentralized procurement system. Recently, e-Commerce has become widespread and in turn, the recognition and patterns of previous business transactions have also changed significantly as convenience in the purchasing process, economical time utilization and widespread search functions are provided by e-business. Therefore, the government procurement organization, Public Procurement Service(PPS) has established a nationwide integrated Government e-Procurement System(GePS) on the basis of e-business that enables both purchasers and suppliers to use this one system according their needs. These roles of the government procurement organization are similar to those of an informediary that provides necessary information to both consumers and suppliers, and conducts cost-reducing functions. This study categorized the roles of an informediary in terms of the abundance of information, information customization, convenience of business transactions, interaction between administrators and users, system stability, and reliability through literature research. It also examines the effects of these factors upon the satisfaction of clients using this nationwide integrated Government e-Procurement System(GePS) by empirical analysis. The results of the empirical analysis show that all factors have positive effects upon customer satisfaction and reliability based on interaction. System stability has relatively greater significance than the convenience of business transactions. That is, the nationwide integrated Government e-Procurement System(GePS)should be operated considering all factors that affect it. Especially, the construction of customer reliability has turned out to be the most significant factor on the part of the central procurement organization.

Ⅰ. 서론

Ⅱ. 연구의 이론적 배경

Ⅲ. 실증연구 및 가설검증

Ⅳ. 결론

참고문헌

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