연령에 따른 고객 만족도와 애호도 형성에 관한 연구

• 영문명: A Study on the Formation of the Customer Satisfaction and Loyalty by Age - Focused on Mobile Service -
• 발행기관: 건국대학교 경제경영연구소
• 저자명: 송균석(Song Kyun Seok) 손원상(Sohn Won Sang)
• 간행물 정보: 『상경연구』제30권 제1호, 271~295쪽, 전체 25쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2005.11.30

영문 초록

This study aimed to identify the service quality component of the telecommunications service industry that has rapidly grown for a short time and investigate what effect this service quality had on the formation of customer satisfaction and loyalty. Especially, it attempted to investigate what service dimensions had an effect on the formation of service satisfaction and loyalty of the major consumers of the telecommunications service industry. By doing so, it attempted to identify what marketing strategy was most effective and efficient to implement for each generation and make the strategic proposal for establishing the marketing strategy of the service provider targeting each generation. To attain this goal, this study established the research hypothesis for consumers using the telecommunications service in Korea for empirical analysis and used SPSS for Windows 10.0 for statistical analysis.

목차

I. 서론

II. 이동통신 서비스 품질 구성

III. 서비스 품질과 고객만족의 관계

IV. 고객만족과 고객애호도와의 관계

V. 연구 모형 및 가설설정

VI. 실증분석

VII. 결론

참고문헌

Abstract