Korea Trade Review (무역학회지)

Korea Trade Research Association (한국무역학회)
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A Study on the Effect of The Service Quality Factors of SMEs in Korea on Utilization Performance of B2B Global Export E-commerce

우리나라 중소 수출제조기업의 서비스 품질요인이 B2B 글로벌 전자상거래 활용성과에 미치는 영향 연구

  • Chang-Bong Kim (Department of Business and Economics, Chung-Ang University) ;
  • Hwa-Jung Hyun (Department of Trade and Logistics, Chung-Ang University)
  • 김창봉 (중앙대학교 경영경제대학) ;
  • 현화정 (중앙대학교 무역물류학과)
  • Received : 2022.03.31
  • Accepted : 2022.04.29
  • Published : 2022.04.30
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Abstract

This study aims to analyze the effect of service quality on e-commerce utilization performance in B2B market. Measurement factors derived from the survey were examined, and whether they had a positive effect on the performance of e-commerce utilizing was examined. The survey period was conducted on the Likert-5 score scale for about four months from November 2021 to February 2022, and 2,200 copies were distributed online and offline, and a total of 268 copies were used for empirical analysis. The moderating effect of the research methodology was analyzed by using multiple regression analysis and PROCESS MACRO. Three factors of service quality were secured and the influence relationship on e-commerce utilization performance was derived. Study results were as follows. First, interaction, logistics and economics have a positive effect on the level of e-commerce utilization. It means SMEs can increase the level of use of e-commerce as they produce and deliver goods with high economic contribution from the perspective of foreign companies, accuracy of goods transportation services, and purchasing companies. Second, It was confirmed that the effect of service quality on the utilization performance of e-commerce varies depending on the degree of corporate image. Therefore, it will be important to plan a management strategy first to improve service quality in order to increase e-commerce activities.

Keywords

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