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Quality Attributes of Internet Telephony Service and Their Impact on Customer Satisfaction, Customer Loyalty and Customer Performance  

Min, Jae-H. (서강대학교 경영학과)
Yoon, Myung-Hui (중국 서안교통대학 전자상무)
Publication Information
Korean Management Science Review / v.23, no.3, 2006 , pp. 133-156 More about this Journal
Abstract
The ubiquitous technology, leading the stream of change in telecommunication market, makes VoIP a foundation technology to enter NGN era. With this trend in mind, VoIP providers try to satisfy customer needs and invest on R&D in order to survive in this emerging market. The critical issues to VoIP providers are two fold the first one is to find out the quality attributes of Internet telephony service; and the second one is to assess the impact they have on customer satisfaction, customer loyalty and customer performance. In this study, we attempt to empirically answer the above two issues employing SEM (structural equation modeling) and AHP (analytic hierarchy process), and suggest strategic guidelines for successful deployment of Internet telephony service.
Keywords
Ubiquitous; NGN; VoIP; Quality Attributes; SEM; AHP;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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