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http://dx.doi.org/10.7737/KMSR.2014.31.2.087

A Study on Effects that Service Factors of Telecommunication Company and Switching Benefit Influence to the Customer Satisfaction and Switching Intention  

Gu, Seung Hwan (Department of Industrial and Information Systems Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology)
Kang, Ho Seok (Department of Industrial and Information Systems Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology)
Jang, Seong Yong (Department of Industrial and Information Systems Engineering, Seoul National University of Science and Technology)
Publication Information
Korean Management Science Review / v.31, no.2, 2014 , pp. 87-103 More about this Journal
Abstract
This study looks for the service factors influencing to conversion among the domestic telecommunication companies and finds out the effect which the switching benefit affect the customer satisfaction and the switching intention. Eight service factors of the telecommunication company such as usability, call quality, terminal quality, auxiliary service, rates, after service, application and brand image are selected and verified using the structural equation model. Auxiliary service, rates and brand image give positive (+) effects to the customer's satisfaction, but the application gives negative (-) effects to the customer's satisfaction. Switching benefit affects significantly to the switching intention, but not to the customer satisfaction. The customer satisfaction gives a positive effect to the switching intention. The telecommunication service factors influence to customer satisfaction and switching intention, and switching benefit also influences to switching intention. It was analyzed that the significant influencing service factors were a little different among the telecommunication companies.
Keywords
Telecommunication Company; Service Factors; Switching Benefit; Customer Satisfaction; Switching Intention;
Citations & Related Records
Times Cited By KSCI : 14  (Citation Analysis)
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