1
1.1
1.2
1.3
2 ̷
2.1 4
2.2 Ʈ 丮
2.3
2.4 ǰ (Service Quality Model; SERVQUAL)
3
3.1
3.2
3.3 м м
4
4.1 ǥ α Ư
4.2 ŷڼ Ÿ缺 м
4.3 ؼ
5
η ȭ(ȭ) ǵ м
Ʈ 丮 濵 м /
Ʈ 丮 ǰ ǵ ൿ ġ
- ߽ -
>>
ֱ о߿ Ʈ 丮 ʼҰ Ÿ ִ. ħü ΰǺ, , ߽ ٲ ־ ⸦ Ʈ 丮 ı ã Ȳ̴.
̿ Ʈ 丮 ý Ͽ Ʈ 丮 ǰ ǵ ൿ ġ ϰ Ѵ. ǰ Ͽ Ȯ ϰ м Ǿ.
Ʈ 丮 ý Ͽ 1 ̻ 36 ȸ縦 351 ȮԿ ⼺ Ͽ.
ù°, Ʈ 丮 ǰ ַǰ(), (), (), Ŀ¡(ŷڼ) Ű 뼺 Ǽ Ͽ м Ͽ
°, Ʈ 丮 ǰ ַǰ(), (), (), Ŀ¡(ŷڼ) Ű ̼ Ǽ Ͽ м Ͽ
°, Ʈ 丮 ýۿ 뼺 ǵ ġ Ǽ Ͽ м Ͽ
°, Ʈ 丮 ýۿ ̼ ǵ ġ Ǽ Ͽ м Ͽ
ټ°, Ʈ 丮 ý ǵ ൿ(Ȱ뵵) ġ Ǽ Ͽ м Ͽ
忡 Ʈ 丮 Ȱ ǹڵ ýۿ 뼺 ̼ м , Ʈ 丮 ý ϴ ü Ʈ ǰ, , 忡 ´ Ŀ¡ 谡 ִٴ ȮϿ. ǹ Ʈ 丮 ýۿ ǵ ൿ ĥ ȮϿ.
Ʈ 丮 Ʈ 丮 ý ǰ ǵ ൿ ġ ߴٴ Ǹ ΰ Ͽ.
1.
1.1
۷ι ħü, ΰǺ , ҾȽɸ Ȯ ǹ 忡 Ѱ踦 ϰ Ǿ. 뵿α پ, ӱ ǿ ȣ ߽ ȭϰ ȣ ִ.1)
ֱ 츮 52ð ٹ ӱ ް ִ. ̷ Ȳ ȭ Ѱ踦 غϰ 濵 ϱ Ͽ Ӱ λϴ ٷ “Ʈ 丮”̴. Ȳ°(2018)2) ű(ICT) Ʈ 丮 ſʹ ٸ з ٲ ְ, (Big Data), Ŭ(Cloud), ΰ(AI), 繰ͳ(IoT), 5G, ̹ý(CPS) ÷ܱ ߴ 濵з ٲپ ִµ ϸ ̷ ϴ ſ ߿ ҷ ڸ ̶ ǾԴ.
2018 Һó(ұ) ұ ȭ 翡 ұ ű ñ 2015 , 2010 ϰ, ű Ŭ(Cloud), 繰ͳ(IoT), (Big Data) Ͽ. ű ȰȲ Ŭ(Cloud), 繰ͳ(IoT), (Big Data) ű Ȱ Ǿ.
ֱ ֿ ǰ , ǰ, , ȯ α 䱸 ǰ ϱ ؼ 䱸 ִ. ư 4 ICT Ͽ ٽñ Ͽ ϰ ִµ Ե κ ڵȭ ϱ Ͽ Machine to Machine Ű ùķ̼ Ȱ ڵ ڵ ϰԲ ȭϰ ִ. 繰ͳ(IOT), , Ŭ, κ ø , 䱸 ִ ǰ 뷮 ǥ Ѵ. ̿ (2018)4) 忡 峻ο ܺΰ Ʈũ Ǿ ȭ Ӹ ƴ϶ ǻȰ ǽð Ͽ 꼺 , ϰ Ÿ ִ.
̱, , Ϻ, ߱ Ű ֽ ICT 忡 ϴ Ʈ 丮 ϴ ϰ ְ, ѱε Ʈ ż 8 ϳ ϰ ұ ߽ å ϸ鼭 ַ ұ ߿ ִ.5)
츮 ̾ ް ִ. ηδ , α ȭ ȭ Ȱ α ҷ Ͽ 뵿 α ϸ, ܺηδ ﱹ ε, ߱, Ʈ ΰǺ Ͽ εġ ִ. ް ȭ Ͽ ǰ ֱⰡ ª鼭 پ ȯ ȭ ϱ Ͽ ǰ ذ ȿ Ȯؾ Ȳ ִ.1)
ֿ Ʈ ϰ ·ICT , 뵿α ȯ溯ȭ Ʈ ұ ü ñ ̴.4)
̿ Ʋ ȭ 4 ̶ Ű 4 2016 İ ݿ ġ鼭, ұ 68% ̻ Ʈ 丮 ϰ ִٴ 亯 Һó 縦 ִ.
̴ ° ü 4 ϰ, Ʈ 丮 ֿ ̽ κ Ȳ “£ Ƴ ؼ غؾ ʿ伺 ִٰ ְ Ȳ ü ” ҾȰ ϰ ̶ ִ.6)
ȸ ݿ Ʈ 丮 ǰ ִ Դ ο Ʈ ϰ ִ Ʈ 丮 ްϰ ȭǴ ȯ濡 Ƴ âϱ ʼ νĵǰ ִ.6)
ֱ ұ “2018 ұ ȭ ” Ʈ ı ȿ νĿ 翡 Ʈ ȿ 귮 (49.4%) ϸ, ð (46.8%), (41.2%), ҷ (40.6%), (40.3%), ǻ ð (36.5%) ϰ ִ Ÿ.
̿ Ʈ 丮 ýۿ Ϸ Ͽ ϰ ִ Ʈ 丮 ýۿ ǰ ȿ, Ʈ 丮 Ǿ , ȿ , Ʈ 丮 ý ǵ ൿ(Ȱ뵵) ġ ϰ, 濵 мԿ ȭϿ ȿ Ʈ 丮 ý Ȱ뿡 캸 Ѵ.
1.2
Ʈ 丮 ΰ踦 ȭϿ ϱ Ҿ 鿡 Ȱ뿡 ġ ľ ƴ϶ ̷ ű ǵ ൿ ġ ľǰ ÿ ľϴµ ξ.
ǥ 4 ICT ΰ, , IoT Ͽ ý ȭ ڵȭ ȯǰ ְ, , IT ÷ ʾ 忡 IT Ͽ 뵿 ϰ 꼺 ̱ Ʈ 丮(smart factory) ̽ȭ ǰ ٹ ϰ ִ.
缺(2017)1) Ʈ 丮 ϱ ؼ η° ּ ϸ鼭 ȿ ַ ʿ䰡 ְ, ұ ´ Ÿ ʿ䰡 ִٰ Ͽ.
Ʈ 丮 츮 о߷μ η³ ȯ ı ʿ Ȳ ΰ ̴.
Һó 2020 1 ڷῡ ϸ Ʈ 4,925 Ͽ ‘2020 Ʈ ȹ’ Ͽ. 2014 ùκ ۵Ǿ 2019 12,660 Ʈ 丮 ϷϿ ̿ Ʈ 꼺 30% , ǰ 43.5% , 15.9% , ؼ 15.5% ϴ , 濵 3 , 7.7% , ش 18.3% ϴ Ʈ ִ Ÿ 2022 30,000 Ʈ Ѵٰ Ѵ.7)
ٸ Ʈ 丮 ý Ͽ Ȱ Ʈ 丮 ǰ 뼺 ̼ ִ, ǵ ൿ(Ȱ뵵) ƴ ˾ƺ ʿ䰡 ִٰ ǴܵǾ, ̿ Ʈ 丮 ȭ(ȭ) ǵ Ȱ 濵 ־ ǹ ü Ȳ ˾ƺ ϰ Ǿ.
Ʈ 丮 ý ο ű ο 뿡 , ű ǵ ൿ 踦 Ըϰ Ͽ.
̿ Ʈ 丮 ý ϰ ִ CEO ڵ ̵ ϴ Ʈ 丮 ǰ ǵ ൿ(Ȱ뵵) ΰ踦 ϰ, ƿ ̵ ΰ迡 ־ Űμ ۿǴ κ Ӻ Űȿ ϴ Ǿ.
Ͽ Ʈ 丮 Կ ڵ ̷ Կ ǵ ൿ(Ȱ뵵) ġ ϰ, ñ ̷ ű ǵ ġ ־ Ʈ 丮 ǰ ǹ̼ ľϰ Ͽ.
1.3
5 Ǿ ü .
1忡 , Ͽ.
2忡 1忡 ħ ִ ̷ ٰŸ ϱ 4 , Ʈ 丮, , ǰ ε鿡 Ͽ.
3忡 ̷ ٰϿ , м , м Ͽ.
4忡 ε 踦 ľϿ.
5忡 ü ϰ, û, Ѱ Ͽ.
ϸ <ǥ 1-1> .
<۱ڨ 'öƽ̾' - .>
|