휴대폰 애프터서비스 품질이 고객만족과 고객충성도에 미치는 영향The Influence of After-Sales Service Quality on Customer Satisfaction and Loyalty in Mobile Phone
- Other Titles
- The Influence of After-Sales Service Quality on Customer Satisfaction and Loyalty in Mobile Phone
- Authors
- 이재준; 유지현; 이세재; 오현승; 조진형
- Issue Date
- 2017
- Publisher
- 한국산업경영시스템학회
- Keywords
- Service Quality; After-sales service; Customer Satisfaction; Customer Loyalty
- Citation
- 한국산업경영시스템학회지, v.40, no.4, pp.87 - 95
- Journal Title
- 한국산업경영시스템학회지
- Volume
- 40
- Number
- 4
- Start Page
- 87
- End Page
- 95
- URI
- https://scholarworks.bwise.kr/kumoh/handle/2020.sw.kumoh/1102
- ISSN
- 2005-0461
- Abstract
- This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty.
The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer’s first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - School of Industrial Engineering > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.