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http://dx.doi.org/10.9716/KITS.2014.13.3.333

The Analysis of Impact of IT-Based Communication Level on Customer's Intention of Service Reuse : Auto Repair Service  

Han, Bokwoo (인하대학교 경영학과)
Kim, Chulsoo (인하대학교 경영학과)
Publication Information
Journal of Information Technology Services / v.13, no.3, 2014 , pp. 333-342 More about this Journal
Abstract
As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.
Keywords
Service Quality; Service Reuse Intention; IT-based Communication;
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