인터넷 소비자상담에 대한 소비자평가 및 재이용의사 = Consumer`s Evaluation for the Consumer Counseling Sites and Willingness to Reuse Them

다국어 초록 (Multilingual Abstract)

This study examined the current development of counseling site including its reliability, expertise, and degrees of satisfaction, and willingness to utilize it again among consumers. In addition, this study searched for the problems of those sites and proposals for their solutions. According to the results, first, consumers` reliability for those sites as well as their expertises and degrees of satisfactions were generally high. Even though many consumers are willing to utilize those sites again, the number of consumers declines in the case that they are obliged to pay some fees for utilizing it. Second, there were no significant differences in reliability, expertises, degrees of satisfactions depending on both institutions of consumer counseling and on contents of those counseling, but in willingness to reuse it. Finally, the significant factor raising consumers` satisfaction is the evaluation of reliability, recognition of needs, and specialities of consumer counseling sites, while that factor also influences willingness to utilize again and the same response in the case of the presence of some fees for utilizing those sites. In order to improve the management of counseling site, several necessary reforms include the systematic classification of counseling contents and their efficient management, provision and standardization of counseling formats, prompt, active, and concrete responses, simplification in becoming members and procedures of counseling, and relieving the burden of demanding excessively numerous individual informations.