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http://dx.doi.org/10.7469/JKSQM.2012.40.4.513

Influence of Service Quality and Trust on Customer Satisfaction in Judicial Agents's Service  

Eom, Heeyeol (School of Business Administration, Sangji University)
Lee, Sungho (Department of Management Information Systems, Sangji University)
Kim, Chesoong (School of Business Administration, Sangji University)
Publication Information
Journal of Korean Society for Quality Management / v.40, no.4, 2012 , pp. 513-530 More about this Journal
Abstract
Purpose: The requirement for legal services is going up by modern people living in the era of complexity and variety who want to resolve legal conflicts between individuals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring service quality, and dimension of service quality were explored, relationship among service quality, customer satisfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 customers of Judicial Agents's Service. Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sectors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investigate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study should be proceeded considering variables such as customer value, conversion cost, and image of service providers.
Keywords
Service Quality; Trust; Customer Satisfaction; Customer Loyalty; Legal Services;
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