참고문헌
- 강병서, 인과분석을 위한 연구방법론, 무역 경영사, 1999
- 김광용, 김기수, "인터넷 설문조사를 활용한 사 이버 쇼핑몰 디자인에 관한 연구", 경영정보학연구, 제9권, 제2호(1999), pp.134-150
- 김재홍, 방세훈, 전대일, "이동통신 시장쏠림 의 이론적 분석", 산업조직연구, 제12권, 제3호(2004), pp.47-83
- 김재홍, 방세훈, 전대일, "이동통신서비스 시 장쏠림 현상의 이론적 분석", 한국산업조직 학회 정책세미나 논문집, 2004
- 김희철, 김민철, "이동전화 서비스 상품의 품 질요인에 관한 연구", 상품학연구, 제21호 (1999), pp.113-131
- 서창적, "현장서비스의 품질경영요인에 관한 연구", 생산관리연구, 제6권, 제1호(1995), pp.163-191
- 오형민, 김철, 김상철, "컨텐츠서비스품질과 고 객만족 및 재구매의도간의 관계", 고객만족경 영연구, 제5권, 제2호(2003), pp.195-214
- 유창봉, 서비스속성의 긍정 및 부정적인 수 준이 마케팅성과에 미치는 영향에 관한 연구 -이동통신 서비스를 중심으로, 석사학위논 문, 경영학과, 서울대학교, 2002
- 윤재욱, "CVA개념을 도입한 이동전화서비 스 고객만족도 실증분석", IE Interfaces, 제12권, 제4호(1999), pp.487-495
- 윤태석, 구자대, "서비스품질, 고객만족과 재 구매 의도간의 관계", 상품학연구, 제21호 (1999), pp.231-278
- 이승규, 라준영, "이동전화 서비스의 고객 만족도와 서비스 품질에 관한 연구", 한국 경영과학회 추계학술대회논문집, 2000, pp.310-313
- 이유재, 김주영, 김재일, "서비스 산업의 현 황에 대한 실증연구", 소비자학연구, 제7 권, 제2호(1996), pp.129-157
- 이훈영, 이훈영교수의 마케팅조사론, 2판, 도서출판 청람, 2006
- 장형섭, 강도원, "이동통신 서비스품질과 고 객만족에 관한 연구", 상품학연구, 제27호 (2002), pp.225-250
- 채서일, 사회과학조사방법론, 3판, 비앤엠 북스, 2005
- 한국전산원, 2005 국가정보화백서 설명자료, www.mic.go.kr, 2005
- 한상린, 송윤헌, 조영빈, "이동통신상품의 서 비스품질이 고객만족에 미치는 영향", 한국 마케팅학회 추계학술대회논문집, 2001, pp. 127-141
- Ahn, T., S. Ryu, and I. Han, "The Impact of the Online and Offline Features on the User Acceptance of Internet Shopping Malls", Electronic Commerce Research and Applications, Vol.3, No.4(2004), pp. 405-420 https://doi.org/10.1016/j.elerap.2004.05.001
- Andaleeb, S. S. and A. K. Basu, "Technical Complexity and Consumer Knowledge as Moderators of Service Quality Evaluation in the Automobile Service Industry", Journal of Retailing, Vol.70, No.4(1994), pp.367-381 https://doi.org/10.1016/0022-4359(94)90005-1
- Anderson, E. W., C. Fornell and D. R. Lehmann, "Customer Satisfaction, Market Share, and Profitability : Findings from Sweden", Journal of Marketing, Vol.58, No.3(1994), pp.53-66
- Asubonteng, P., K. J. McCleary, and J. E. Swan, "SERVQUAL Revisited : A Critical Review of Service Quality", Journal of Services Marketing, Vol.10, No.6(1996), pp.62-81 https://doi.org/10.1108/08876049610148602
- . [22] Babakus, E., C. C. Bienstock, and J. R. Van Scotter, "Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth", Decision Sciences, Vol. 35, No.4(2004), pp.713-737 https://doi.org/10.1111/j.1540-5915.2004.02671.x
- Bentler, P. M. and D. G. Bonett, "Significance Tests and Goodness of Fit in the Analysis of Covariance Structures", Psy chological Bulletin, Vol.88, No.3(1980), pp. 588-606 https://doi.org/10.1037/0033-2909.88.3.588
- Bitner, M. J., "Evaluating Service Encounters : The Effects of Physical Surroundings and Employee Responses", Journal of Marketing, Vol.54, No.2(1990), pp.69-82 https://doi.org/10.2307/1251871
- Bolton, R. N. and J. H. Drew, "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes", Journal of Marketing, Vol.55, No.1(1991), pp.1-9
- Boulding, W., A. Kalra, R. Staelin, and V. A. Zeithaml, "A Dynamic Process Model of Service Quality : From Expectations to Behavioral Intentions", Journal of Marketing Research, Vol.30, No.1(1993), pp. 7-27 https://doi.org/10.2307/3172510
- Brady, M. K. and C. J. Robertson, "Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction : An Exploratory Cross-National Study", Journal of Business Research, Vol.51, No. 1(2001), pp.53-60 https://doi.org/10.1016/S0148-2963(99)00041-7
- Buttle, F., "SERVQUAL : Review, Critique, Research Agenda", European Journal of Marketing, Vol.30, No.1(1996), pp.8-32
- Chau, P. Y. K., "Reexamining a Model for Evaluating Information Center Success Using a Structural Equation Modeling Approach", Decision Sciences, Vol.28, No.2 (1997), pp.309-334 https://doi.org/10.1111/j.1540-5915.1997.tb01313.x
- Cronin, J. J., M. K. Brady, and G. T. M. Hult, "Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments", Journal of Retailing, Vol. 76, No.2(2000), pp.193-218 https://doi.org/10.1016/S0022-4359(00)00028-2
- Cronin, J. J. and S. A. Talyor, "Measuring Service Quality : A Reexamination and Extension", Journal of Marketing, Vol.56, No.3(1992), pp.55-68
- Dabholkar, P. A., C. D. Shepherd, and D. I. Thorpe, "A Comprehensive Framework for Service Quality : An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study", Journal of Retailing, Vol.76, No.2(2000), pp.139- 173 https://doi.org/10.1016/S0022-4359(00)00029-4
- DeLone, W. H. and E. R. McLean, "Information Systems Success : The Quest for the Dependent Variable", Information Systems Research, Vol.3, No.1(1992), pp.60-95 https://doi.org/10.1287/isre.3.1.60
- DeLone, W. H. and E. R. McLean, "The DeLone and McLean Model of Information Systems Success : A Ten-Year Update", Journal of Management Information Systems, Vol.19, No.4(2003), pp.9-30 https://doi.org/10.1080/07421222.2003.11045748
- Etezadi-Amoli, J. and A. F. Farhoomand, "A Structural Model of End User Computing Satisfaction and User Performance", Information & Management, Vol. 30, No.2(1996), pp.65-73 https://doi.org/10.1016/0378-7206(95)00052-6
- Fornell, C., M. D. Johnson, E. W. Anderson, J. Cha, and B. E. Bryant, "The American Customer Satisfaction Index : Nature, Purpose, and Findings", Journal of Marketing, Vol.60, No.4(1996), pp.7-18 https://doi.org/10.2307/1251898
- Hair, J. F., R. E. Anderson, R. L. Tatham, and W. C. Black, Multivariate Data Analysis, 5th ed., Prentice-Hall, Upper Saddle River, NJ, 1998
- Hayduk, L. A., Structural Equation Modeling with LISREL : Essentials and Advances, Johns Hopkins University Press, Baltimore, MD, 1987
- Kline, R. B., Principles and Practice of Structural Equation Modeling, Guilford Press, New York, NY, 1998
- Miller, T. W. and P. R. Dickson, "On-line Market Research", International Journal of Electronic Commerce, Vol.5, No.3(2001), pp.139-167 https://doi.org/10.1080/10864415.2001.11044213
- Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perception of Service Quality", Journal of Retailing, Vol.64, No.1(1988), pp.12-40
- Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "Alternative Scales for Measuring Service Quality : A Comparative Assessment Based on Psychometric and Diagnostic Criteria", Journal of Retailing, Vol.70, No.3(1994), pp.201-230 https://doi.org/10.1016/0022-4359(94)90033-7
- Powpaka, S., "The Role of Outcome Quality as a Determinant of Overall Service Quality in Different Categories of Services Industries : An Empirical Investigation", Journal of Services Marketing, Vol.10, No.2(1996), pp.5-25 https://doi.org/10.1108/08876049610114230
- Richard, M. D. and A. W. Allaway, "Service Quality Attributes and Choice Behavior", Journal of Services Marketing, Vol.7, No.1(1993), pp.59-68
- Suh, B. and I. Han, "Effect of Trust on Customer Acceptance of Internet Banking", Electronic Commerce Research and Applications, Vol.1, No.3-4(2002), pp. 247-263 https://doi.org/10.1016/S1567-4223(02)00017-0
- Suh, B. and I. Han, "The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce", International Journal of Electronic Commerce, Vol.7, No.3(2003), pp.135-161
- Taylor, S. A. and T. L. Baker, "An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions", Journal of Retailing, Vol.70, No.2(1994), pp.163-178 https://doi.org/10.1016/0022-4359(94)90013-2
- Vehovar, V., K. L. Manfreda, and Z. Batagelj, "Sensitivity of Electronic Commerce Measurement to the Survey Instrument", International Journal of Electronic Commerce, Vol.6, No.1(2001), pp.31-51 https://doi.org/10.1080/10864415.2001.11044230
- Wang, Y., H.-P. Lo, and Y. Yang, "An Integrated Framework for Service Quality, Customer Value, Satisfaction : Evidence from China's Telecommunication Industry", Information Systems Frontiers, Vol. 6, No.4(2004), pp.325-340 https://doi.org/10.1023/B:ISFI.0000046375.72726.67
- Weissbach, S., "Internet Research : Still a Few hurdles to Clear", Qauirk's Marketing Research Review, www.quirks.com, 1997
- Woodside, A. G., L. L. Frey, and R. T. Daly, "Linking Service Quality, Customer Satisfaction, and Behavioral Intention", Journal of Health Care Marketing, Vol.9, No.4(1989), pp.5-17
- Zeithaml, V. A., "Consumer Perceptions of Price, Quality, and Value : A Means- End Model and Synthesis of Evidence", Journal of Marketing, Vol.52, No.3(1988), pp.2-22 https://doi.org/10.2307/1251446
- Zeithaml, V. A., L. L. Berry, and A. Parasuraman, "The Behavioral Consequences of Service Quality", Journal of Marketing, Vol.60, No.2(1996), pp.31-46