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초고속인터넷서비스 서비스 품질 측정에 관한 연구: 척도개발 및 효과분석
A Study on the Measurement of Service Quality in High-Speed Internet Access Service: Scale Development and Effect Analysis

조호현   (부산외국어대학교 경영학부UU0000631  ); 홍성태   (상명대학교 국제통상학과UU0000659  );
  • 초록

    This is an exploratory research to examine the high-speed Internet access service's quality There are relatively scanty studies on telecommunication service quality such as the high-speed Internet access service. It has long been considered that service qualify are composed of process quality and outcome quality. Conducting an empirical research, we proposed that traditional outcome quality should be segmented with technical quality and outcome quality. Outcome quality is related to meeting consumer's needs to seek terminal value. In this paper, we explore to diagnose the well-known SERVQUAL's applicability to telecommunication industry and suggest some strategic and practical implications.


  • 주제어

    service quality .   process quality .   outcome quality .   high-speed Internet access service .   QoS(quality of service) .   SERVQUAL.  

  • 참고문헌 (40)

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  • 이 논문을 인용한 문헌 (5)

    1. Shin Sun Young ; Shin Sang-Chul ; Moon Tae Hee ; Sohn So Young 2005. "Structural Equation Model for Korea Internet Infrastructure Customer Satisfaction Index(KIICSI)" 정보과학회논문지. Journal of KIISE. 정보통신, 32(2): 220~235     
    2. Shin Sun Young ; Shin Sang-Chul ; Moon Tae Hee ; Sohn So Young 2005. "Structural Equation Model for Korea Internet Infrastructure Customer Satisfaction Index(KIICSI)" 정보과학회논문지. Journal of KIISE. 정보통신, 32(2): 220~235     
    3. Jae, Mie-Kyung ; Jeon, Hyang-Ran 2010. "The Intention to switch Broadband Internet Service Providers" 한국생활과학회지 = Korean journal of human ecology, 19(5): 845~855     
    4. Kim, Tae-In ; Kim, Myoung-Soo 2011. "Sources of the customer loyalty in the high-speed Internet service" 한국산학기술학회논문지 = Journal of the Korea Academia-Industrial cooperation Society, 12(2): 728~735     
    5. Kim, Youn Sung 2016. "Literature Review on the Service Quality in KSQM for 50 Years" 品質經營學會誌 = Journal of the Korean Society for Quality Management, 44(2): 265~276     

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