모바일 고객센터 품질요인이 고객 만족과 신뢰 그리고 고객충성도에 미치는 영향

• 영문명: The Effect of Mobile Customer Center’s Quality Factors on Customer Satisfaction, Trust and Loyalty
• 발행기관: 한국IT서비스학회
• 저자명: 김창수(Chang-Soo Kim) 이인석(In- Seok Lee) 유혜인(Hei-In Ryu) 이성호(Sung-Ho Lee)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제9권 제3호, 1~23쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.09.30

영문 초록

The mobile customer center is one of major customer service channels to gain company’s competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center’s quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

목차

1. 서 론

2. 이론적 배경

3. 연구 모형 및 가설 설정

4. 연구방법

5. 실증분석 및 연구결과

6. 결론 및 시사점

키워드

Mobile Customer Center Quality Satisfaction Trust Loyalty Innovativeness