종합적 품질이 공급자·구매자 간 관계품질에 미치는 영향

The objective of this study is to conceptualize comprehensive quality and to investigate the influence of product quality, service quality, and support quality on the relationship quality between supplier and buyer. The major components of this study are based on reviews of quality management and relationship quality research that focus on the causal relationship between comprehensive quality and relationship quality. An initial survey instrument is developed through a comprehensive literature review, and then a pretest and a pilot test are conducted to refine the scale. With the final questionnaire, a web-based survey is conducted to empirically test the proposed model, and 390 usable responses are collected through the survey of manufacturing firms in Korea. To test hypotheses, structural equation modeling (SEM) is used via AMOS 7.0 by using the maximum likelihood method. The results show that 3 sub-components of comprehensive quality and relationship quality are second-order factor consisting of 3 first-order factors respectively, and 3 sub-components of comprehensive quality have positive effects on relationship quality. Also, product quality positively influences trust and commitment, whereas service quality and support quality have positive effects on satisfaction. This paper contribute to recognition for academia on importance of comprehensive quality and to guidelines for business on how to try in quality management for improvement of relationship quality.