이동통신사 제공 서비스 품질의 만족도에 관한 실증적 연구

다국어 초록 (Multilingual Abstract)

The mobile communication company are rapidly change phenomenon in worldwide. This paper investigates service quality satisfaction of Mobile communication companies. A survey questionnaire was sent to 186 mobile communication users in Korea, and 14 usable responses were obtained. The 186 samples are analyzed with model of Gronroos(1984), Kotler(2003) and Gerpott et al,(2001), and Lee et al,(2001).
Multiple regression results show that company satisfaction factors are positively affected by service quality of company and promotion image. That is, The first, the voice satisfaction are positively affected by service quality of company and promotion image. The second, the message satisfaction are positively affected by service quality of company and promotion image. The third, the media service satisfaction are positively affected by service quality of company and promotion image.
Also, the result of this analysis showed that the service quality satisfaction is statistically significant about development ability, company growth possibility.
This article suggests that service satisfaction of mobile communication company will develop wireless market approaching saturation in Korea.

참고문헌 (Reference)

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