ICT 중소ㆍ벤처 기업 대상 비대면 무역 상담 플랫폼 개선 방안 연구

This study assessed the effectiveness of an online trade consultation platform tailored for ICT SMEs and ventures. By examining the gap between perceived importance and user satisfaction, the study aims to provide insights for improving policies and system design to enhance the platform’s functionality and utility. A survey of 52 companies that used the platform was conducted and analyzed. Gap Analysis and Importance-Satisfaction Analysis (ISA) were used to compare importance and satisfaction levels. Multiple regression analysis assessed the impact of specific components on overall satisfaction. The Gap Analysis revealed that user satisfaction (3.973) was lower than the perceived importance (4.074), indicating the need for improvement. The ISA identified areas to "Keep Up the Good Work," such as ‘convenience of the system,’ ‘reliability of online consultation information,’ and ‘expertise of local consultants in the field of consultation.’ On the other hand, “Low priority” areas included ‘quantity and scope of consultation information,’ ‘credibility of local experts,’ ‘business linkage after online consultation,’ and ‘amount and scope of online consultation information.’ Additionally, the analysis indicated a "Possible Overkill" in the ‘usefulness and utilization of online consultation information.’ The study uniquely applied multiple regression analysis to determine how satisfaction factors influence the overall effectiveness of online consultation platforms. Satisfaction with ‘convenience of the system’ and ‘business linkage after the online consultation’ significantly impacted overall satisfaction. The findings provide valuable insights for policymakers and platform operators, supporting policy formulation and system enhancements, especially in the post-pandemic era.