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KMID : 1002520190130030105
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Korean Journal of Health Service Management
2019 Volume.13 No. 3 p.105 ~ p.114
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Effects of the Korean Pharmaceutical Export Supporting Program’s Service Quality on Export Performance Expectation of Korean Pharmaceutical Companies
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Lee Seong-Bin
Lee Sang-Won
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Abstract
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Objectives: This study aimed to provide a comprehensive analysis of the relationship between the service quality of the Korea Health Industry Development Institute (KHIDI), along with the utilization of and customer satisfaction with its export supporting program, and the export performance of Korean pharmaceutical companies.
Methods: An online and offline survey was conducted on Korean pharmaceutical companies that have used the export supporting program provided by KHIDI. Data on the service quality of KHIDI, utilization of and customer satisfaction with the export supporting program, and company export performance were collected via survey.
Results: Results indicated that systemizing and reliability service factors of the export supporting program have a significant impact on customer satisfaction, and customer satisfaction has a significant impact on utilization of the export supporting program. Furthermore, customer satisfaction and utilization of the program have a significant impact on company expectations regarding future export performance.
Conclusions: As a result, service quality, utilization, and customer satisfaction were found to affect Korean pharmaceutical company’s expectations regarding their future export performance. The results of this study can significantly impact the development of export supporting programs.
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KEYWORD
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Export Supporting Program, SERVQUAL, Service Quality
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