이동통신 서비스품질과 고객만족에 관한 연구

• 영문명: A Study on the Service Quality and Customer Satisfaction in Mobile Telecommunication Service
• 발행기관: 한국상품학회
• 저자명: 장형섭(HyungSub Jang) 강도원(DoWon Kang)
• 간행물 정보: 『상품학연구』제27호, 225~250쪽, 전체 25쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2002.12.01

영문 초록

The purpose of this study is to examine the relationship among service quality, composition factors in service quality, customer satisfaction, and repurchase intentions in the area of mobile communication market. For this purpose, six research hypotheses were made and empirically tested. These hypothesized relationships concerning image, price, overall service quality, customer satisfaction, and repurchase intentions were verified by covariance structure modeling, using LISREL 8.03 program. Empirical results of the study presented that there existed a casual relationship among overall service quality, composition factors in service quality, customer satisfaction, and repurchase intentions.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구모형과 가설

Ⅳ. 연구방법

Ⅴ. 실증분석

Ⅵ. 연구결과의 요약

참고문헌

Summary