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Customer satisfaction and competitiveness in Global Company: Structural Equation Modeling(SEM) approach to identify the role quality factor
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 Title & Authors
Customer satisfaction and competitiveness in Global Company: Structural Equation Modeling(SEM) approach to identify the role quality factor
Kim, Gye Soo; Park, Jong Cheol;
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Purpose: In this research, We made the conceptual frameworks for SEM(Structural Equation Modeling) on Global quality's origin and empirical research. Developing conceptual frameworks is an important step in theory building and theory testing. This research model was developed by strong theoretical foundation which is quality and systematical model. Methods: Questionnaire was developed, and data was collected and analyzed for this study. The analysis was conducted using SEM(Structural Equation Modeling). Results: Results show that process quality and interaction quality are important drivers in customer satisfaction. Customer satisfaction is strongly impact on customer loyalty(repeated purchase). Conclusion: In turbulent business era, Global company require not only excellent quality but also create customer oriented culture and control over operation in the foreign country.
Global Quality's Origin;SEM(Structural Equation Modeling);Process Quality;Interaction Quality;Customer Loyalty;
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