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서비스 품질 및 신뢰가 서비스 충성도에 미치는 영향 : 과학기술분야 정부출연연구기관을 중심으로

The Effects of Service Quality and Trust on Service Loyalty: Focusing on the Government Funding Research Institutes on the Field of Scientific Technology

정용길|손민호
경영경제연구소 (management & economic research institute)|2016.02|경영경제연구 (Journal of Management & Economics)|제38권 제1호|pp. 125-158

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참고문헌

키워드

서비스 품질Service Quality신뢰TrustOrganizational Culture조직문화Service Loyalty서비스 충성도
주제분류경영학

초록

최근 우리나라의 정부연구개발사업은 정부출연연구기관과 기업이 각자 보유하고 있는 기술력을 기반으로 서로 상생할 수 있는 관계형 협력연구형태로 수행되고 있는 바, 본 연구는 정부연구개발사업을 수행하고 있는 과학기술분야 정부출연연구기관 연구자들이 협력 파트너인 공동연구기관에 대하여 지각하는 연구 서비스 품질 및 신뢰가 서비스 충성도에 미치는 영향과 조직문화의 조절효과를 검증하고자 하였다. 본 연구는 정부출연연구기관과 협력파트너인 공동연구기관 연구자들이 관계 협력에 있어 연구의 과정품질과 결과품질, 파트너와의 신뢰, 상대기관의 조직문화 특성에 대한 인식의 중요성 제고를 목적으로 한다. 연구에 사용된 구성개념(변수)들은 선행연구 및 문헌연구를 참고하여 선정하였는데, 서비스 품질은 과정품질과 결과품질, 신뢰는 조직신뢰와 구성원신뢰, 서비스 충성도는 행동 충성도를 사용하였고, 조직문화는 조직의 지향성을 반영하는 외부지향과 내부지향 차원을 사용하였다. 실증분석을 위해 공동연구를 수행하고 있는 과학기술분야 7개 정부출연연구기관의 연구책임자와 연구참여자를 대상으로 설문조사를 실시하여 회수된 자료를 분석에 사용하였다. 본 연구결과에 의하면, 서비스 품질의 하위변수인 과정품질은 신뢰의 하위변수인 조직신뢰와 구성원신뢰에 정(+)의 영향을 미치며, 결과품질은 조직신뢰에는 정(+)의 영향을 미치지만 구성원신뢰에는 영향을 미치지 않는 것으로 나타났다. 또한 과정품질과 결과품질 모두 서비스 충성도에 정(+)의 영향을 미치며, 조직신뢰와 구성원신뢰 또한 모두 서비스 충성도에 정(+)의 영향을 미치는 것으로 나타났다. 그러나 조직문화는 신뢰와 서비스 충성도 사이에서 조절변수로서 역할을 하지 않는 것으로 확인되었다.

Abstract

Recently, Korean government-funded R&D projects are being undertaken using various types of networked collaborative research based on the background technologies that government-funded research institutes and their collaborative business partners hold. The purpose of this study is to enhance the perceptions that government-funded research institutes’ researchers and their cooperative partners have about the importance of relational cooperation by verifying the effects of service quality and trust on service loyalty and the moderating effect of organizational culture. The constructs were selected based on previous studies and literatures. For measuring service quality, process quality (functional quality) and outcome quality (technical quality) were used. The scales used to measure trust were both trust in the firm and trust in its researchers. Action loyalty was used as a measure of service quality. Organizational culture with an internal and external focus was used for a moderator of the effect of service quality and trust on service loyalty. In order to obtain suitably representative data, we collected questionnaires from the research directors, general researchers of 7 government-funded research institutes, then used effective data for our research analysis. The results of this empirical study showed that process quality had a positive influence on trust in both a firm and its researchers, and outcome quality had a positive influence on trust in the firm, but did not have any influence on trust in its researchers. Furthermore, both service quality and trust had a positive influence on service loyalty. However, as a moderator, organizational culture did not have any moderating effect of service quality and trust on service loyalty.

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