PC 통신서비스의 품질요인에 관한 탐색적 연구

목차

Ⅰ. 서 론
Ⅱ. 이론적 고찰
2.1 서비스 품질에 관한 이론적 고찰
2.2 PC 통신서비스의 특성 및 시장 현황
Ⅲ. 실증분석을 위한 연구모형
3.1 연구 모형
3.2 모형별 세부내용
Ⅳ. 실증 분석
4.1 설문의 구성 및 자료의 수집
4.2 자료의 분석
4.3 분석결과

Ⅴ. 결 론

본문내용

Quality is Free-The Art of Making Quality Certain,
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25. Zimmerman, C. D.(1985), "Quality : Key to Service Productivity, Quality Progress," June.
An Exploratory Study on Quality Factors in PC Internet Service
Ko, Bu-Eun*
ABSTRACT
The purpose of this study is (a) to identify PC internet service qualities that customers consider important, and (b) to examine whether and what service qualities influence customer satisfaction and whether customer satisfaction in turn leads to recommendation of a particular company's service to other customers. According to this study, customers considered important the following seven service qualities:
reliable connection to the internet service, various services provided on the internet service, accessibility to the internet service, quality of information provided, superiority of monitor layout, quality of services provided, and affordable fees.
In the regression analysis performed to examine whether and what service qualities influence customer satisfaction, the following five factors were found to be statistically significant (p=.001): reliable connection to the internet service, various services provided on the internet service, quality of information provided, superiority of monitor layout, and affordable fees.
In the covariance analysis performed to examine the relationship among these five service quality factors, overall customer satisfaction, and recommendation to other customers, it was found that these quality factors influence customer satisfaction and customer satisfaction in turn leads to recommendation to other customers.
The findings of this study suggest that PC internet service providers make efforts to offer improved services on the qulality factors customers consider important, as customer satisfaction leads to recommendation to other customers, and thus increase in their market shares.
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* Professor, Dept. of Business Administration, Cheju National University.

키워드

PC통신서비스,   품질요인,   PC통신