메신저 서비스 품질에 관한 연구

• 영문명: A Study on Messenger Service Quality
• 발행기관: 한국마케팅과학회
• 저자명: 김성호(Kim Seong Ho) 방호열(Ho Yeol Bang)
• 간행물 정보: 『한국마케팅과학회 학술발표대회논문집』2005 춘계학술대회 발표 논문집, 589~603쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.05.30

영문 초록

  Recently Internet user made use of instant messenger as communication tools. However, There is almost little related studies of instant messenger. The object of this study propose to measurement model of instant messenger service. We propose measurement item of service qualities (tangibility, assurance, responsiveness, empathy, reliability) based SERVQUAL model. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse reliability and validity of model using cronbach"s alpha, exploratory factor analysis and confirmatory factor analysis. We confirm model"s reliability and validity through analysis. We will analyze relationship other variables(Customer satisfaction, customer loyalty) and service quality of instant messenger on next research.

목차

Ⅰ. 문제제기
Ⅱ. 문헌연구
Ⅲ. 연구방법론과 실증분석
Ⅳ. 결론
참고문헌
〈Abstract〉

키워드

instant messenger service quality SERVQUAL model