4차 산업혁명 시대 스마트팩토리의 거래특성요인이 소비자와의 관계품질과 장기지향성에 미치는 영향에 관한 연구

The 4th Industrial Revolution has brought significant changes to the manufacturing and cultural service industries by utilizing digital technologies. Smart factories have emerged as a new paradigm, optimizing production processes and maximizing efficiency. As a result, it has become important for companies to enhance the quality of relationships with customers and build long-term business partnerships. Therefore, the objective of this study was to empirically analyze the impact of the transactional characteristics of smart factories in the era of the 4th Industrial Revolution on relationship quality and long-term orientation with consumers. Survey data were collected for each variable, and statistical analysis was performed on the valid responses. The results showed that logistics services have a positive and significant effect on trust, but no significant impact on long-term orientation. Cost was found to have a strong impact on customer satisfaction and long-term orientation, demonstrating that cost competitiveness is crucial for consumer satisfaction and maintaining long-term relationships. Infrastructure positively affected trust, customer satisfaction, and long-term orientation, suggesting that the technical and physical foundations of smart factories play an important role in building customer trust, satisfaction, and long-term relationships. Furthermore, corporate capabilities also had a positive impact on trust, customer satisfaction, and long-term orientation, indicating that these factors are vital for building and maintaining customer relationships. Mediation effect analysis revealed that both trust and customer satisfaction play important mediating roles in the relationship between smart factory transactional characteristics and long-term orientation. While cost affects long-term orientation through customer satisfaction, it does not contribute to trust formation, indicating the need for strategies to build trust while maintaining cost competitiveness. This study empirically identifies the transactional characteristics that companies should strengthen to maintain long-term relationships with customers, highlighting the impact of smart factory transactional characteristics on relationship quality and long-term orientation. The findings contribute to practical strategies and policy development in business.