모바일 고객센터 품질요인이 고객 만족과 신뢰 그리고 고객충성도에 미치는 영향

Title
모바일 고객센터 품질요인이 고객 만족과 신뢰 그리고 고객충성도에 미치는 영향
Other Titles
The Effect of Mobile Customer Center’s Quality Factors on Customer Satisfaction, Trust and Loyalty
Author(s)
김창수이인석[이인석]유혜인[유혜인]이성호[이성호]
Keywords
Mobile Customer Center; Quality; Satisfaction; Trust; Loyalty; Innovativeness
Issue Date
201009
Publisher
한국IT서비스학회
Citation
한국IT서비스학회지, v.9, no.3, pp.1 - 23
Abstract
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.
URI
http://hdl.handle.net/YU.REPOSITORY/23572
ISSN
1975-4256
Appears in Collections:
경영대학 > 경영학과 > Articles
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