이동전화 서비스의 고객 만족도와 서비스 품질에 관한 연구

An Empirical Study on Customer Satisfaction and Service Quality in Mobile Telecommunications Service

This paper develops a model of customer satisfaction in the mobile telecommunication services. We examine the relationships among customers'overall satisfaction and underlying dimensions； perceived service quality, service value, and brand image. Variables related to customer satisfaction and dissatisfaction are derived from customer critical incidence survey. The model is estimated with multi-variate data analysis. Results indicate that the (1) technical service quality is the main driver of customer overall satisfaction, (2) some peripheral services are rapidly evolving into the core services of mobile telecommunications, and (3) the current policy of service providers does not focus on customer satisfaction but on establishing churning barrier by increasing switching costs.