Analysis of Defence Service Quality using PCSI Index and an Empirical Comparative Analysis - Focusing on Small Businesses less than 100 Employees

Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions.Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data.Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past dataConclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.