인터넷전화서비스에 대한 소비자피해와 소비자만족도

• 영문명: Consumer Satisfaction and Consumer Damages of Voice over Inter Protocol Service
• 발행기관: 충북대학교 생활과학연구소
• 저자명: 곽민주(Min joo Gwag) 이희숙(Hee Sook Lee) 김민정(Min Jeung Kim)
• 간행물 정보: 『생활과학연구논총』생활과학연구논총 제16권 제2호, 159~171쪽, 전체 12쪽
• 주제분류: 자연과학 > 생활/식품과학
• 파일형태: PDF
• 발행일자: 2012.12.30

영문 초록

The purpose of this study was to find the consumer damages and consumer satisfaction of Voice over Inter Protocol Service(VIPS). The 113 cases of consumer damages collected during from 2009 to October of 2011 by Korea Consumer Agency were analyzed for finding consumer damages, and on-line questionnaire survey was conducted from November 11 to 17, 2011 for finding consumer satisfaction of VIPS. And 1,000 adults, who had ever used VIPS last 3 months, were selected. The main results were as following. First, the major 3 types of consumer damages were 'penalty for consumers' contract termination in the middle of the contract period(33 cases), 'over-charge of telephone rate'(18 cases), 'charge on the telephone machinery that consumer thought it was free(12cases)'. Second, consumer satisfaction in general of VIPS was found to be 4.78 out of 7.0. And consumer satisfaction in the step of contract was found to be 5.08. Further, consumer satisfaction was found to be 4.40 for telephone quality, 4.62 for call center service, 4.33 for telephone rate and additional services, 4.98 for after service respectively.

목차

Abstract

Ⅰ. 서론

Ⅱ. 문헌고찰

Ⅲ. 연구방법

Ⅳ. 연구결과

Ⅴ. 결론 및 제언

참고문헌

키워드

consumer satisfaction consumer damages Voice over Inter Protocol Service(VIPS)