로밍서비스(roaming service) 이용자 만족도 척도 개발 및 영향 요인 분석

It's a current social trend in which the visiting and relations between the other countries without changing method on mobile communication. And also, it is increasing aspects on using mobile phone at any times in the world. Therefore, it should be prepare to consumer for positive information on using about roaming service. The purpose of this study is follows；the first, it is making the objective scale method development on roaming service for researching satisfaction degree, the second, it is analysing of effecting factors on roaming service by using objective scales method, and the thirds, it is propose information and ideas of upgrading satisfaction degree for users on roaming service. We made developed questionnaire on user's satisfaction about roaming service after referenced other related studies and referenced issues in consumer society. And we researched survey for verification of this questionnaire as scale method, the subjects of this research for verification as scale is controlled users on having behaviors in voice communication, message, and data service during 6 month from research time. The data is collected 1,000 persons by on-line, we used 777 questionnaires for this analysis. The result of this study is as follows；First, the scale method of user's satisfaction scale development made after analysing referenced other related studies, and verification by professionalist and related persons. Second, the user's satisfaction aspect on roaming service was divided 4 factors after using factor analysis, it was fee satisfaction, information satisfaction, quality satisfaction, AS and payment process satisfaction. And user's group on specific satisfaction degree was divided two after using cluster analysis and factor analysis, the name of two groups was high score group and low score on four satisfaction factors. Third, the effecting factors on user's satisfaction of roaming service was 'pocket money per one month', 'utility on roaming service', and 'satisfaction for using fee'. As a result, users on roaming service want to get objective information and policy for using fee, and having utility on using of roaming service. After reviewing results, we suggest that many users on roaming service concerned about fee, first of all, and users concerned satisfaction about information, policy related roaming service, and competition with mobile service firms, and upgrading utility on roaming service, and also, it need to reinforce consumer education and consumer literacy on roaming service.