Korean small business review (중소기업연구)

The Korean Association of Small Business studies (한국중소기업학회)
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Integrated Quality Model of Product, Service and CSR of the Consumer Coopertive in Korea

유통업의 제품, 서비스, CSR 통합 품질 모형: 소비자생활협동조합을 중심으로

  • Huh, Kwangjin (Department of Management of Co-operatives, Graduate School, Songkonghoe University) ;
  • Lee, Junkyum (Division of Business Administration, Sogang University) ;
  • Park, Sangsun (Division of Business Administration, and Department of Management og Co-operatives, Graduate School, Sungkonghoe University)
  • 허광진 (성공회대학교 일반대학원 협동조합경영학과) ;
  • 이준겸 (서강대학교 경영학부) ;
  • 박상선 (성공회대학교 경영학부 및 일반대학원 협동조합경영학과)
  • Received : 2021.11.15
  • Accepted : 2021.12.07
  • Published : 2021.12.31
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Abstract

Quality is an important factor influencing organizational performance, so it should be possible to accurately and effectively measure the quality perceived by members. The Consumer Cooperative can be seen as a retail industry by industry classification, and there are various studies based on the dimension of retail quality, but compared to the general retail industry, few studies have been conducted based on the quality level perceived by members. The purpose of this study is to develop quality dimensions and sub-attributes by analyzing in detail and elaborately how the quality of cooperative is viewed from the perspective of members who are both consumers and owners. To this end, the quality dimension of cooperative quality is needed to be newly developed and quality components are demonstrated based on previous studies on the quality dimension. The quality dimension of the cooperative was developed through prior research to suit the value of the cooperative in product, service, and social responsibility, and a survey was conducted to demonstrate the four major cooperative members in Korea. Through this, sub-dimensions were constructed and the quality dimension of the high-order model was demonstrated through exploratory factor analysis and confirmatory factor analysis. It aims to discover key management elements in terms of quality management and provide practical implications to management.

품질은 조직성과에 영향을 미치는 중요한 요소이기에 조합원이 지각하는 품질을 정확하고 효과적으로 측정할 수 있어야 한다. 소비자생활협동조합(이하 생협)은 산업 분류상 유통업으로 볼 수 있으며 유통업 품질에 대한 다양한 연구들이 존재하나 일반 유통 업태와 비교해볼 때, 생협이 제공하는 가치를 감안한 고유 특성을 조합원이 인식하는 품질차원을 기준으로 진행한 연구는 희소하다. 소비자이자 소유자인 조합원의 시각에서 생협품질을 어떻게 바라보는지를 세밀하고 정교하게 분석하여 품질차원과 하위 속성을 개발하는 것이 본 연구의 목적이다. 이를 위해서는 기존의 품질 차원 선행연구를 바탕으로 생협품질차원을 새롭게 개발하고 품질 구성요소를 실증한다. 생협 품질 차원은 제품, 서비스, 사회적책임이라는 생협 가치에 적합한 차원을 선행연구를 통해 개발하고 설문조사를 시행하여 국내 4대 생협 조합원을 대상으로 실증하였다. 이를 통해 하위차원들을 구성하고 고차원 모형의 품질 차원을 탐색적 요인분석과 확인적 요인분석을 통해 실증하였다. 경영진에게 품질경영 차원의 중점 관리 요소를 발굴하고 실무적 시사점을 제공하고자 한다.

Keywords

Acknowledgement

이 논문은 두레, 아이쿱, 한살림, 행복중심 생협의 자료 지원을 받아 수행된 연구임. 이 논문은 아이쿱 생협의 연구비 지원을 받아 수행된 연구임.

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