국내 3G 이동통신 서비스의 고객 만족 결정요인에 관한 연구

초록

Recently, the Korean mobile telecommunications industry is transforming from CDMA-based 2G service to WCDMA, 3G service. The 3G service was launched in 2007 and the number of subscribers was reached at 30% of the total mobile phone subscribers in 2008. In 2010, the number of subscribers of 3G service accounted for the 60% of the total mobile users because of the governmental regulation and drivers of service providers. As the 3G service becomes the universal service, the competition among the telecommunication companies is fierce and fierce. Therefore, customer satisfaction is the most important factor for the success in business. In this study, we tried to develop and test a model explains the customer satisfaction in 3G services industry using the mobile users' survey data. The results showed that the quality of 3G service, the level of the 3G value-added service, and the specification of the 3G handset are positively associated with the customer satisfaction in 3G service. We expect that our results will be useful in studying 3G service-related theme and planning the strategies of 3G service practically.

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