수출용역사의 서비스품질이 수출성과만족도에 미치는 영향: 수출지원활동의 매개효과를 중심으로

• 영문명: The Effect of Export Service Provider Service Quality on Export Performance Satisfaction: Focusing on the Mediating Role of Export Support Activities
• 발행기관: 한국무역연구원
• 저자명: 김정탁(Jung-Tak Kim)
• 간행물 정보: 『무역연구』제21권 제3호, 145~162쪽, 전체 18쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2025.06.30

국문 초록

Purpose - This study aims to analyze the impact of export service provider service quality on SME export performance and satisfaction, and to identify the mediating effect of export support activities in this process. Design/Methodology/Approach - Based on the SERVQUAL model, reliability and responsiveness were set as core factors of service quality, and a survey was conducted on 208 SMEs participating in export support projects in Daegu Metropolitan City. The mediating effect was analyzed by bootstrapping technique using Hayes’ PROCESS macro model (Model 4). Findings - The analysis showed that credibility had a partial mediation structure, directly and indirectly affecting export performance, while responsiveness had a full mediation structure, affecting export performance only through export support activities. Specifically, export process execution activities such as contract writing and brochure production (β = 0.3219, p < 0.001) had a stronger mediating role than foreign market response activities (β = 0.1524, p < 0.01). Research Implications - This study suggests the need to take into account the structural relationship between service quality and implementation activities when formulating export support policies. In particular, it suggests that for SMEs in the early stages of exporting, practical support, such as documentation and promotional materials, is more effective in improving export performance than simple information provision. The findings of this study can be used as a practical guide to improve the effectiveness of export support projects utilizing limited government budgets, and can provide a theoretical basis for the development of future service quality-based export support programs.

목차

Ⅰ. 서론

Ⅱ. 해외마케팅역량에 대한 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석 결과

Ⅴ. 결론

References

키워드

Export Performance Export Support Activity Mediation Effect Service Quality