휴대폰 애프터서비스품질이 고객만족과 고객충성도에 미치는 영향에 관한 연구

• 영문명: A Study on the Influence of After -Sales Service Quality on Customer Satisfaction and Loyalty in Mobile Phone
• 발행기관: 한국산업경영시스템학회
• 저자명: 이재준 이세재 조명호 권정훈 조진형
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2016년 추계학술대회 논문집, 1~8쪽, 전체 8쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2016.10.30

영문 초록

Mobile phone market, a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry and as a daily necessity, is led globally by companies that have been actively responding to changes in the so-called Smart Revolution environment. Lately, however, the Smart Phone market is prospected to move from growth phase to mature phase by the scholars. In order for a company to proactively respond to the change in such market condition, it is imperative that they ensure absolute advantage in customer loyalty over their competitors by revolutionising the after-sales service(A/S) quality that will lead to service satisfaction. This study aims to configure what dimensions make up for mobile phone A/S quality, and how this quality affects customer satisfaction and loyalty as well as proposing directions for A/S quality improvement by identifying them case by case to see what dimensions have more impact on customer satisfaction

키워드

After-sales service Customer Satisfaction Customer Loyalty