공기업의 서비스특성이 고객만족도에 미치는 영향 : KTX 브랜드의 조절효과 중심으로

This study examined the effects of service characteristics of public corporations on customer satisfaction and the role of brands, focusing on KORAIL. The results of this study are as follows. First, the safety management rate and the number of complaints have a very strong negative correlation with customer satisfaction, and the number of complaints has a positive correlation with the safety management rate. Second, the results of government management evaluation showed positive effects on customer satisfaction, and the safety management rate and the number of complaints had negative effects on customer satisfaction. Third, the moderating effect of KTX brand was found to be only interactive in safety management rate and not interaction in the remaining variables. Especially, when the safety management rate increases (if it is not good), it has a negative effect on KTX brand, which eventually has a stronger negative effect on customer satisfaction. This study suggests that the higher safety service, which is the core of public service, in KORAIL contributes to the improvement of KTX brand and corporate image, which ultimately leads to the birth of the best transportation public corporation. Meanwhile, in the case of public transportation companies that provide transportation services, safety management is an important factor in corporate image (CI) and customer satisfaction, which will be a valuable research case for corporate image management in the future