PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로

• Published in: 品質經營學會誌 Vol. 51; no. 1; pp. 37 - 54
• Main Authors: 남윤욱, Nam Yoon-wook, 고동현, Ko Dong-hyeon, 김현민, Kim Hyun-min, 이관우, Lee Kowan-woo
• Format: Journal Article
• Language: Korean
• Published: 한국품질경영학회 31.03.2023
• Subjects: CS-Coefficient; Kano Model; PCSI Index; Quality Assurance Activities; Service Quality; CS-Coefficient; Quality Assurance Activities; Kano Model; PCSI Index; Service Quality
• ISSN: 1229-1889; 2287-9005

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions. Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data. Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past data Conclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.