Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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A Study on the Difference of Effect to Customer Satisfaction of After-Sales Service Factors in Mobile Phone

모바일 폰의 애프터서비스 품질요인이 고객만족에 미치는 영향도 차이에 관한 연구

  • Jung, Tae-Wook (Department of consulting, Graduate School Kumoh National Institute of Technology) ;
  • Lee, Jae-Joon (School of Industrial Engineering, Kumoh National Institute of Technology) ;
  • Koo, Ja-Hwal (School of Industrial Engineering, Kumoh National Institute of Technology) ;
  • Cho, Jin-Hyung (School of Industrial Engineering, Kumoh National Institute of Technology)
  • 정태욱 (금오공과대학교 대학원 컨설팅학과) ;
  • 이재준 (금오공과대학교 산업공학부) ;
  • 구자활 (금오공과대학교 산업공학부) ;
  • 조진형 (금오공과대학교 산업공학부)
  • Received : 2013.05.25
  • Accepted : 2013.06.03
  • Published : 2013.06.30
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Abstract

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communication and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS's of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.

Keywords

References

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