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국내 제약 산업 수출지원서비스 품질이 기업의 수출 기대치에 미치는 영향

Effects of the Korean Pharmaceutical Export Supporting Program’s Service Quality on Export Performance Expectation of Korean Pharmaceutical Companies

보건의료산업학회지 2019년 13권 3호 p.105 ~ 114
이성빈 ( Lee Seong-Bin ) - 한국보건산업진흥원

이상원 ( Lee Sang-Won ) - 성균관대학교 약학대학

Abstract


Objectives: This study aimed to provide a comprehensive analysis of the relationship between the service quality of the Korea Health Industry Development Institute (KHIDI), along with the utilization of and customer satisfaction with its export supporting program, and the export performance of Korean pharmaceutical companies.

Methods: An online and offline survey was conducted on Korean pharmaceutical companies that have used the export supporting program provided by KHIDI. Data on the service quality of KHIDI, utilization of and customer satisfaction with the export supporting program, and company export performance were collected via survey.

Results: Results indicated that systemizing and reliability service factors of the export supporting program have a significant impact on customer satisfaction, and customer satisfaction has a significant impact on utilization of the export supporting program. Furthermore, customer satisfaction and utilization of the program have a significant impact on company expectations regarding future export performance.

Conclusions: As a result, service quality, utilization, and customer satisfaction were found to affect Korean pharmaceutical company’s expectations regarding their future export performance. The results of this study can significantly impact the development of export supporting programs.

키워드

수출지원프로그램; SERVQUAL; 서비스 품질
Export Supporting Program; SERVQUAL; Service Quality
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