Korean Management Science Review (경영과학)

The Korean Operations Research and Management Science Society (한국경영과학회)
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Quality Attributes of Internet Telephony Service and Their Impact on Customer Satisfaction, Customer Loyalty and Customer Performance

인터넷전화서비스 품질결정요인에 대한 탐색적 연구 : 고객만족도, 고객충성도, 고객성과에 미치는 영향을 중심으로

  • 민재형 (서강대학교 경영학과) ;
  • 윤명희 (중국 서안교통대학 전자상무)
  • Published : 2006.11.30
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Abstract

The ubiquitous technology, leading the stream of change in telecommunication market, makes VoIP a foundation technology to enter NGN era. With this trend in mind, VoIP providers try to satisfy customer needs and invest on R&D in order to survive in this emerging market. The critical issues to VoIP providers are two fold the first one is to find out the quality attributes of Internet telephony service; and the second one is to assess the impact they have on customer satisfaction, customer loyalty and customer performance. In this study, we attempt to empirically answer the above two issues employing SEM (structural equation modeling) and AHP (analytic hierarchy process), and suggest strategic guidelines for successful deployment of Internet telephony service.

Keywords

References

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