이 논문은 한국산업경영시스템학회 연구윤리위원회 심의(2024.7.3.)결과, 중복게재가 확인되어 게재가 철회된 논문임.

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

1. 서 론
2. 이론적 배경
    2.1 친환경 자동차 정비 서비스품질
    2.2 내부․외부 고객만족
    2.3 장기지향성
3. 연구가설 및 연구모형
    3.1 연구모형
    3.2 연구가설
4. 실증분석 및 결과
    4.1 표본 설계 및 연구방법론
    4.2 실증분석 및 결과
5. 연구결과 종합 및 시사점, 차후 연구방향
    5.1 연구결과 종합 및 시사점
    5.2 연구 제한점 및 차후 연구방향
References

• Jung Yup Hwang(School of Business Administration, Kyungpook National University) | 황정엽 (경북대학교 경영학부)
• Chan Kwon Park(School of Business Administration, Kyungpook National University) | 박찬권 (경북대학교 경영학부) Corresponding author
• Chae Bogk Kim(School of Business Administration, Kyungpook National University) | 김채복 (경북대학교 경영학부)