국내 초고속 인터넷 서비스의 고객 불평처리 서비스 수준이 서비스 만족도와 서비스 재계약 의사에 미치는 영향

• 영문명: Relationship between customer satisfaction and re-contract intention in the ISP industry: The role of the level of responses on customer complaints
• 발행기관: 한국무역연구원
• 저자명: 이동주(Dong-Joo Lee) 김명수(Myoung-Soo Kim)
• 간행물 정보: 『무역연구』제7권 제4호, 385~400쪽, 전체 16쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2011.12.31

영문 초록

The competition among the firms become fierce and fierce in the Korean ISP industry. In this situation, customer loyalty is the main driver of the company profitability for growth. Major players in the Korean ISP market try to increase their customer loyalty by investing in the improvement of service quality and responses on customer complaints. In this study, we examine empirically the importance of the responses on customer complaints between customer satisfaction and re-contract intention. The result implies that it is necessary for companies to reconsider the role of the responses on customer complaints among the satisfaction, the re-contract intention and future profitability.

목차

Abstract

Ⅰ. 서론

Ⅱ. 관련 연구 고찰

Ⅲ. 연구 모형 및 가설

Ⅳ. 자료 수집 및 가설 검정 결과

Ⅴ. 가설 검정

Ⅵ. 결론 및 시사점

참고문헌

키워드

ISP customer satisfaction customer loyalty response on customer complaint