한국경영과학회:학술대회논문집 (Proceedings of the Korean Operations and Management Science Society Conference)

한국경영과학회 (The Korean Operations Research and Management Science Society)
권호 표지

시간지연을 고려한 서비스품질 요인 간의 인과관계 분석에 관한 연구: 초고속인터넷서비스 사례를 중심으로

Modeling a causal relationship among service quality factors with a time-lag consideration: A case in the high-speed internet service

  • 박정철 (포항공과대학교 기계산업공학부) ;
  • 정인준 (포항공과대학교 기계산업공학부) ;
  • 김광재 (포항공과대학교 기계산업공학부) ;
  • 박영준 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 김찬규 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 김민정 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 정지영 (한국전자통신연구원 통신서비스전략연구그룹)
  • Park, Jeong-Cheol (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Jeong, In-Jun (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Kim, Kwang-Jae (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Park, Young-Jun (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Kim, Chan-Gyu (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Kim, Min-Jeong (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Jung, Ji-Young (Business Strategy Research Department, Electronics and Telecommunications Research Institute)
  • 발행 : 2004.05.21
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.

키워드