품질경영시스템이 기업성과에 미치는 영향 : 조직특성과 고객만족의 조절효과

서지정보

ㆍ발행기관 : 한국산업경영시스템학회 ㆍ수록지정보 : 산업경영시스템학회지 / 38권 / 4호
ㆍ저자명 : 심남용, 이상철

목차

1. 서 론
2. 이론적 배경
2.1 품질경영시스템의 정의와 구성요소
2.2 선행연구
3. 연구설계
3.1 연구모형 및 연구가설
3.2 변수의 정의와 측정
3.3 설문지의 구성과 자료의 수집
4. 분석결과와 해석
4.1 기술통계량 분석
4.2 타당성 및 신뢰성 분석
4.3 검증결과
5. 결 론
References

영어 초록

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm’s profitability. Recently, many researchers have examined the relationship between quality management system and firm’s performance. The conclusion from these studies is that effective implementation of quality management system improves firm’s performance. This paper extends the existing research on quality management system and firm’s performance by examining how the impact of quality management system on firm’s performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm’s performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm’s performance.

참고 자료

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