Earticle

초록

영어

Today the mobile devices including smart phones have influenced on the users’ daily activities in the mobile internet society, and the expansion of social media has also affected on the purchasing behavior of consumers. This study examines whether the quality of corporate twitter, a typical social network service for call centers influences on the customer satisfaction, and brand loyalty. In order to achieve the research goal, the quality of twitter has been divided into four variables; information quality, service quality, system quality, and social quality. The results of our empirical analysis show that the three variables except service quality have significantly influenced on the customer satisfaction and the customer satisfaction also significantly has a casual effect on the brand loyalty. The empirical results are expected as a guideline to contribute on the practical improvement of customer service, satisfaction, and brand loyalty through corporate social network services such as corporate twitters in the future.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 기업형 트위터 현황 및 특성
  2.2 정보시스템 품질에 관한 연구
  2.3 기업 트위터의 품질요인에 관한 연구
  2.4 고객만족 및 브랜드 충성도에 관한 연구
 3. 연구모형 및 가설
  3.1 연구모형
  3.2 변수의 개념적 정의
  3.3 연구가설 설정
 4. 가설 검정 및 실증분석
  4.1 자료 수집 및 특성
  4.2 PLS 모형을 이용한 가설검정결과
 5. 결론 및 한계점
 참고문헌

키워드

저자

• 황재훈 [ Jaehoon Whang | 연세대학교 정경대학 경영학부 교수 ] 주저자
• 이다훈 [ Dahoon Lee | 한국생산기술연구원 국가산업융합지원센터 연구원 ]
• 신택수 [ Taeksoo Shin | 연세대학교 정경대학 경영학부 교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005