Customer satisfaction and competitiveness in Global Company: Structural Equation Modeling(SEM) approach to identify the role quality factor
글로벌 기업의 고객만족과 경쟁력 모델 구축: 품질요인확인을 위한 구조방정식모델 적용

Gye Soo Kim, Jong Cheol Park
2015 Journal of the Korean society for quality management  
Purpose: In this research, We made the conceptual frameworks for SEM(Structural Equation Modeling) on Global quality's origin and empirical research. Developing conceptual frameworks is an important step in theory building and theory testing. This research model was developed by strong theoretical foundation which is quality and systematical model. Methods: Questionnaire was developed, and data was collected and analyzed for this study. The analysis was conducted using SEM(Structural Equation
more » ... ructural Equation Modeling). Results: Results show that process quality and interaction quality are important drivers in customer satisfaction. Customer satisfaction is strongly impact on customer loyalty(repeated purchase). Conclusion: In turbulent business era, Global company require not only excellent quality but also create customer oriented culture and control over operation in the foreign country.
doi:10.7469/jksqm.2015.43.1.043 fatcat:vwbdliho7zclvbo4ld7zj2nrhm