내부 고객만족이 친환경 자동차 정비 서비스품질과 외부 고객만족에 미치는 영향 : 대구․경북 지역 종업원들을 중심으로

This study is to study the maintenance service quality of eco-friendly cars, which are currently in increasing use. Basically, the main purpose of this study is to prove that when the level of internal customer satisfaction in providing car maintenance service is improved, the level of eco-friendly car maintenance service quality provided to external customers can be improved, and furthermore, the level of external customer satisfaction can be improved. It is purpose. A total of 202 survey data were used in the study by conducting a survey targeting employees of car maintenance service companies in Daegu and Gyeongbuk, and for statistical processing, SPSS 23 and Smart PLS 2.0 were used to determine the reliability and validity of the research items. The research hypotheses were tested using the path analysis method using the research items that met the criteria. As a result of testing hypothesis 1, job satisfaction and workplace satisfaction as internal customer satisfaction have a positive effect only on physical quality. As a test of Hypothesis 2, the three factors have a positive effect on each other in the relationship between the eco-friendly car maintenance service quality factors. As a result of testing Hypothesis 3, the service quality of eco-friendly car maintenance has a positive effect on external customer satisfaction. As a result of testing Hypothesis 4, it was tested that the eco-friendly car maintenance characteristic factor played a role as a moderating variable only between workplace satisfaction and physical quality factors. Finally, job satisfaction and workplace satisfaction confirmed the overall structural relationship among internal customer satisfaction, eco-friendly car maintenance service quality, and external customer satisfaction. suggested that it can affect