한국과 중국의 이동통신 서비스품질이 고객만족 및 충성도에 미치는 영향에 관한 실증적 연구

The purpose of this study is to help out the telecommunication companies to set their strategies by specifying the customers patterns, so the firms could enhance their service quality when provide their service to the customers. Throughout the reviewing the existing studies regards to the service quality, customer's satisfaction and customer's loyalty, this study would draw the service quality factors which affect to the users' satisfaction within the mobile telecommunication industry and also, it would find out differences of satisfaction factors for its subscribers between Korea and China. By analyzing both Korea and China markets based on the result of empirical study that how much the customers' satisfaction level influence to their loyalty, this study could suggest for the mobile telecommunication companies to identify the users' characteristics and set the marketing strategies for enhancing the proving service quality level.