Earticle

초록

영어

The purpose of this study is to empirically investigate the interrelationship amongperceived service quality, customer satisfaction, switching cost and customer loyaltyand examine the moderating and mediating effect of switching cost in relationshipbetween service quality and customer loyalty, and between customersatisfaction-customer loyalty based on the mobile telecommunication customers. To test the proposed research model, a survey methodology was used. Data wascollected to test the model from mobile telecommunication customers whoexperienced purchasing or services as respondents, a total of 406 questionnaires wereused. This study was conducted EFA and CFA to test the validity of themeasurement model, and empirical analyses were performed using AMOS. The results indicate that perceived service quality and customer satisfaction havepositive effect on switching cost and customer loyalty, switching cost has positiveeffect on loyalty, and unlike relationship between service quality-customer loyalty,switching cost has moderating effect in relationship between customersatisfaction-customer loyalty. Finally, this study suggests the implications of thesefindings, both theoretically and practically, and also offers directions for futureresearch.

목차

Ⅰ. 서론
 Ⅱ. 선행연구 검토 및 가설설정
 Ⅲ. 조사설계
 Ⅳ. 분석결과 및 가설검증
 Ⅴ. 결론
 참고문헌
 Abstract

키워드

저자

• 전외술 [ Jeon Oesul | 창원대학교 국제무역학과 교수 ] 제1저자
• 박성규 [ Park Seonggyu | 창원대학교 국제무역학과 부교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  한국창업학회지 [Journal of the Korean Entrepreneurship Socieity]

• 간기

  격월간

• pISSN

  2092-8068

• 수록기간

  2006~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658