닫기
18.97.14.91
18.97.14.91
close menu
B.5 : 사이버 비지니스 : B.5.3 ; 초고속 인터넷 서비스 이용에서의 만족과 재계약 의사간의 관계: 고객 불평처리 서비스 수준의 역할을 중심으로
김명수
UCI I410-ECN-0102-2014-300-001595368

The competition among the firms become fierce and fierce in the Korean ISP industry. In this stuation, customer loyalty is the main driver of the company profitability for growth. Major players in the Korean ISP market try to increase their customer loyalty by investing in the improvement of service quality and responses on customer complaints. In this study, we examine empirically the importance of the responses on customer complaints between customer satisfaction and loyalty. Our analysis result implies that it is necessary for companies to reconsider the role of the responses on customer complaints among the satisfaction, the loyalty and future profitabilty.

[자료제공 : 네이버학술정보]
×