인터넷정보학회논문지 (Journal of Internet Computing and Services)

  • 제10권6호
  • /
  • Pages.51-79
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  • 2009
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  • 1598-0170(pISSN)
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  • 2287-1136(eISSN)
한국인터넷정보학회 (Korean Society for Internet Information)
권호 표지

웹캠 무선원격 모니터링 서비스가 고객충성도에 미치는 영향에 관한 연구

The Sequential Effects of WebCam Wireless Moritoring Service on Customer Loyalty

  • 유인수 (한국군사문제연구원 연구원) ;
  • 채명신 (서울벤처정보대학원 경영정보학과)
  • 발행 : 2009.12.31
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⟨ 이전 논문 다음 논문 ⟩

초록

서비스 산업의 비중이 날로 높아지는 시기에 마케팅 전략 수립에 있어서 차별화된 서비스 품질 제공이 더욱 중요하게 인식되고 있다. 감시카메라 등으로 사용되면서 문제점만 부각되고 있는 웹카메라를 감시나 보안 등의 목적 외에 차별화된 서비스 품질 제공의 수단으로 활용되기 위한 연구가 필요하다. 따라서 본 연구에서는 유치원/어린이집 학부모를 대상으로 WebCam에 의한 원격모니터링 서비스의 서비스 품질 구성요인에 대한 재구성 및 서비스 품질요인이 고객의 성향에 따라 어떻게 인식되는지에 대한 연구를 실시하였으며, WebCam에 의한 서비스 품질 구성요인이 고객만족 및 고객충성도에 주는 영향요인을 규명하였다. 이러한 변수 간의 상관관계와 영향 현상을 연구하기 위해 WebCam 원격모니터링 서비스를 사용하고 있는 유치원/어린이 집을 대상으로 설문조사를 하였다. 연구결과 WebCam 모니터링 서비스 품질 구성요인을 영상품질 및 전송속도, 편의성, 이동성 및 휴대성, 가시성, 상호작용성, 신뢰성으로 설정하였으며, 그 중 영상품질 및 전송속도, 가시성, 상호작용성, 신뢰성이 고객만족 영향요인으로 나타났다. 고객특성 변수 중에서 불만대처성향, 혁신성, 디지털 기기 숙련도에 따라 서비스 품질 인식에 차이가 있는 것으로 나타났으며, 이러한 연구결과가 마케팅적으로 어떻게 활용될 수 있는가가 논의된다.

Today the service industry is growing, and differentiated services for marketing and service quality is emerging as a serious problem. Until now, the WebCam is used for observation, and the negative aspects, such as from a human rights issue has become. Discipline and Punish is not to use a webcam to customer satisfaction research is needed. Therefore, wireless monitoring in WebCam service quality of the service reconfiguration and service quality factors for the configuration of the customer's preference regarding how research was recognized. Configuration of the service quality factors WebCam service customer satisfaction and customer loyalty was to identify factors that affect. These services to study the correlation between the quality variables WebCam provides wireless monitoring services for the preschool and children, a survey of the house. Configuring a wireless monitoring service quality in order to research the factors WebCam video quality and transmission speed, mobility and portability, convenience, visibility, reliability, and the interaction of the castle set. Severely and video quality and transmission speed, visibility, reliability, customer satisfaction, the interaction factors are said. Inclination to participate in social issues, innovation, digital devices that use a skilled, depending on the difference in the service quality has been confirmed. However, the age and quality of service awareness and job types showed a low correlation, and the marketing of these results will be discussed and how that can be used.

키워드

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