Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Analyzing the Impact of Service Quality Factors on Trust, Customer Satisfaction, and Customer Loyalty of Major Telecommunication Companies in Korea

국내 이동통신 3사별 서비스 품질 요인이 신뢰, 고객만족도 및 고객충성도에 미치는 영향 분석

  • Koo, Hyun Mo (College of Industrial Engineering, Sungkyunkwan University) ;
  • Kim, Gyeong Ju (College of Industrial Engineering, Sungkyunkwan University) ;
  • Shin, Wan Seon (College of Systems Management Engineering, Sungkyunkwan University) ;
  • Song, Ho Jun (College of Industrial Engineering, Sungkyunkwan University)
  • 구현모 (성균관대학교 산업공학과) ;
  • 김경주 (성균관대학교 산업공학과) ;
  • 신완선 (성균관대학교 시스템경영공학과) ;
  • 송호준 (성균관대학교 산업공학과)
  • Received : 2021.08.05
  • Accepted : 2021.10.30
  • Published : 2021.12.31
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Abstract

Purpose: The purpose of this study is to investigate the service quality factors in terms of customer trust, satisfaction and loyalty of the Korean telecommunication companies(SKT, KT, LG U+). Specifically, this study presents new business strategies of the each company, thereby pursuing the innovation for mature stage. Methods: To analyze the telecommunication service quality factors that contribute to customer trust, satisfaction and loyalty, this study conducted a survey targeting customers of each company. Using the data collected, the research model was built, and empirical analysis was performed through statistical processing to verify the model. Furthermore, the clarification of each hypothesis were held including the comparison analysis of each company data. Results: The results of this study are as follows; (1) When it comes to total dataset, all quality factors including trust, satisfaction and loyalty showed significant relationship, accepting every hypothesis. (2) However, for SKT and LG U+, empathy showed no significant impact on trust while the others showed significant effect. (3) Finally for KT, all service quality factors such as responsiveness, empathy, security, and customer enablement had a significant effect on trust. Conclusion: As the development of platform industry are intensified, telecommunication companies are required to manage service quality factors thoroughly, especially focusing on customer privacy and security.

Keywords

References

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