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우리나라 수출기업의 무역보험 지속이용의도 연구: 3차원 서비스 품질을 중심으로

A study on the 3-Dimensional Service Quality of the Korea Trade Insurance Corporation and the Continuance Usage Intent

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초록

본 논문은 한국무역보험공사의 서비스 품질을 통한 우리나라 수출기업의 만족이 무역보험 지속이용의도에 미치는 영향을 조사한다. 이를 위해 3차원 서비스 품질모형에 기반하여 한국무역보험공사의 서비스 품질을 개발하고 무역보험 서비스 품질과 무역보험 지속이용의도 간에이용기업 만족의 매개효과를 검증하였다. 설문 대상으로는 해외에 수출 중이면서 무역보험을이용하고 있는 중소기업 180개 사를 설정하여 설문지를 배포하였고 실증분석을 통해 가설을검증하였다. 분석 결과, 이용기업 만족은 상품품질과 지속이용의도, 전달품질과 지속이용의도간에 관계를 매개하지만, 환경품질과 지속이용의도 간에 관계는 매개하지 않는 것으로 나타났다. 본 연구결과는 우리나라 수출 중소기업의 무역보험 지속이용 향상을 위해 무역서비스 제공을 통한 이용기업의 만족이 선행되어야 함을 시사한다.

Abstract

Purpose : This study investigates the service quality of the Korea Trade Insurance Corporation and the intention of continuous use of trade insurance among small and medium-size exporting companies in South Korea. Research design, data, methodology : Based on a 3-dimensional service quality, this study verified the mediating effect of exporting company’s satisfaction on the relationship between the service quality of the Korea Trade Insurance Corporation and the intention to continue using trade insurance. In order to conduct the analysis, the surveys were distributed to 180 small and medium-sized exporting companies overseas which using trade insurance. Results : The result suggests that satisfaction mediated the relationship between product quality and continuance usage intention, as well as between delivery quality and continuance usage intention. Conclusions : This result shows that in order to increase the intention of continued use of trade insurance among small and medium-sized exporting companies in South Korea, it is necessary to prioritize satisfaction through the provision of trade services

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