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http://dx.doi.org/10.9728/dcs.2013.14.2.223

The Effects of Service Quality and System Quality on Customer's Satisfaction and Continued Usage Intention of N-Screen Service Regarding Mobile Network Condition  

Park, Chang-Mook (서울과학기술대학교 IT정책대학원 방송통신정책전공)
Kim, Dong-Woo (서울과학기술대학교 IT정책대학원 방송통신정책전공)
Lee, Chang-Hyung (서울과학기술대학교 IT정책대학원 방송통신정책전공)
Kim, Kwang-Ho (서울과학기술대학교 IT정책대학원)
Publication Information
Journal of Digital Contents Society / v.14, no.2, 2013 , pp. 223-233 More about this Journal
Abstract
This paper studied the effects of service quality and system quality that affect customer's satisfaction and continued usage intention regarding mobile network conditions. The hypotheses and research models were completed using research factors of service quality(reactivity, empathy) and system quality(connectivity, ease of use, channel-mobility) borrowed from previous studies on DMB and IPTV. The hypotheses and research models were verified through experiments and surveys. The key finding showed that customer's expectation on service quality and system quality under fast network(Wifi) was higher than that of under slow network(3G). Furthermore, it showed that users react more sensitive to service quality than to system quality such as network speed. Based on the results, this study has the implication for expanding the understanding of the factors used in previous DMB and IPTV studies by applying them in N-screen domain.
Keywords
N Screen; Service Quality; System Quality;
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Times Cited By KSCI : 3  (Citation Analysis)
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