PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로 = Analysis of Defence Service Quality using PCSI Index and an Empirical Comparative Analysis - Focusing on Small Businesses less than 100 Employees

다국어 초록 (Multilingual Abstract)

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality
factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper
presents a basic data for identifying future development directions.
Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient
and PCSI index. In addition, the direction of future research is established by empirically comparing
and analyzing the data of this study and the past data.
Results: The paper derive the service quality factors to be provided to small businesses in the current state.
Moreover, It shows the increasing trend of new companies using comparative analysis with past data
Conclusion: Since the new company consists of small businesses with less than 50 employees, further research
on small businesses is needed in the future.