ScholarWorks@숙명여자대학교

초록

[Purpose]This study aims to analyze the influential relationship among service quality, perceived value and satisfaction for service innovation in start－ups in design․craft industry. [Methodology]In order to proceed with the study a hypothesis was drawn after previous studies conducted on service quality overall quality of service perceived value and satisfaction based on characteristics of start－ups in design․craft industry. To verify the research hypothesis, 244 consumers who have visited design and craft companies collected data through online surveys. [Findings]Service quality exerts positive influence on overall quality of service, overall quality of service on perceived value and perceived value on satisfaction. Additionally the result determined that service quality exerts influence on overall quality of service and perceived value while also positively affecting satisfaction using perceived value and overall quality of service as a mediating factor confirming its mediating effect. [Implications]Improved service quality in design․craft industry will enhance perceived value and lead to satisfaction and also discovered that improving service quality centered on consumer experience rather than on provider perspective is an innovative strategy in achieving consumer satisfaction.

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