상세정보
학술지
The Impact of Network Service Performance on Customer Satisfaction and Loyalty : High-speed Internet Service Case in Korea
- 발행일
- 200704
- 출처
- Expert Systems with Applications, v.32 no.3, pp.822-831
- ISSN
- 0957-4174
- 출판사
- Elsevier
- 협약과제
- 07KE1100, KT WiBro 경쟁역량 확보를 위한 사업전략수립 타당성 분석 연구, 한성수
- 초록
- The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. This paper aims to identify the causal relationship among network performance, customer satisfaction, and customer loyalty in the high-speed internet service context. Using the data collected from 51 current users of a VDSL service in Korea, this paper derives two types of the causal relationship models, namely, cross-sectional model and longitudinal model. The modeling results are discussed from both descriptive and prescriptive perspectives. © 2006 Elsevier Ltd. All rights reserved.
- KSP 제안 키워드
- Causal relationship, Cross-sectional, Customer loyalty, Data collected, High-speed internet, Improve Customer Satisfaction, Internet service, Level of service, Network performance, Network service, Sectional model