消費者 相談 프로세스 屬性이 相談 公正性과 利用 滿足度에 미치는 影響 = (The)influence of process attributes on justice and satisfaction in consumer counselling service

국문 초록 (Abstract)

영문초록:Consumer counselling service helps consumers's selection and decision-making in the consumption life and helps consumer problem solving. Consumer counselling service of non-profit institutes didn't consider user's satisfaction in the past. But Department of Planning and Budget in Korea began 'Customer Satisfaction Survey' in 2004 in order to evaluate institute performance, so many institutes must effort to raise satisfaction measurement now. The purpose of this study was to verify causal sequence of service justice, satisfaction, and trustworthiness. In other words this study present how perceived justice of consumer counselling users influence satisfaction, how preceding variables of justice influence justice, and sought methods that could elevate satisfaction. By using random sampling, 225 survey responses who had prior experiences with consumer counselling service were sampled. Questionaries data was obtained from all subjects by self-administration method. SPSS program was used for frequency analysis, factors analysis, reliability and validity analysis. AMOS program was used for confirmatory factor analysis for verification of variable's relationship. Also, AMOS program provided satisfactory model-fits in the measurement model and research model. Accordingly the result of 11 hypothesis test, the major findings of this study are as follows.First, distributive justice took positively effect on satisfaction, and specialty influenced only distributive justice. It means that consumer counselling users most want monetary compensation rather than plain consolation. For this, consumer counselling agent must have much knowledge about not only civil law, institution in relation to consumer protection but also treating method for consumers. Second, interactional justice took effect on satisfaction although the power of influence lowered relatively in comparison with distributive justice. Empathy and recovery influenced interactional justice. It means that consumer counselling agent build and maintain friendly relationship with consumer. For this, consumer counselling agent deliver kindly and sincerely information. Also, when service failure takes place, recovery plan takes action fast. Well-executed recovery plan is important for enhancing consumer satisfaction, reinforcing loyalty, and building relationship.Third, consumer counselling service's satisfaction took strong effect on trustworthiness to counselling institutes. For consumer counselling service is non-profit service institute, trustworthiness is very important. To conclude, perceived justice of consumer counselling influenced positively satisfaction, and satisfaction influenced positively trustworthiness to counselling institutes. And perceived justice that influence satisfaction are distributive justice and interactional justice. Based on these findings, to raise the satisfaction of consumer counselling service, two steps are proposed. First, fot the elevation of consumer counselling agent's ability, special education and the knowledge management in relation to consumer counselling must continuously execute, Second, in order to the promotion of consumer counselling agent's morale, compensation, motivation to excellent agent must be offered