Impact of Public Support Service Quality Factors on Public Institution Performance - Focusing on the Moderating Effect of Organization Spontaneity

Authors

  • Sun-Joo Park
  • Yen-Yoo You

Abstract

Background/Objectives: This study aims to grasp the satisfaction of government support service of social enterprises, cooperatives, self-support companies and village enterprises among social enterprises, cooperatives, self-support companies, and village companies that make up the social economy. To this end, the items of PCSI model were formulated and empirical data were collected and analyzed for social enterprises. We will study the satisfaction of government support services for social enterprises and the performance of the services of government support organizations.

 

Methods/Statistical analysis: The subjects of the study were those who have obtained the social enterprise certification among social enterprises. In order to identify the influential factors of the government support service, four types of factors were the product quality, delivery quality, relationship quality, and social quality of the PCSI model. The survey was conducted to identify the relationship with service performance. The research model and hypothesis were established through previous studies, questionnaire was constructed through operational definition, and the questionnaire was empirically analyzed for 468 surveyed. As an empirical analysis tool, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, and regression analysis were performed using IBM SPSS 22.0.

 

Findings: Looking at the results of this study, the support services of public institutions for social enterprises (product quality, procurement quality, relative conditions quality, and social quality) all have positive effects on performance. The analysis of 'Organizational spontaneity' through the moderating effect confirmed that the social quality of the service did not contribute to the increase of positive influence.

Improvements/Applications: The service quality factors of public institutions have an impact on performance, and the spontaneity of social enterprises has increased the positive impact. In this study, we have studied only the performance of public support institutions, and we need research to increase the performance of social enterprises, and quantitative analysis that has overcome the limitations of the survey.

 Keywords: Support Service, Public institutions, Quality of service, Service social quality, Service Procurement Quality.

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Published

2019-11-22

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Section

Articles