신용카드에 대한 소비자들의 불만처리접점 평가와 만족이 고객애정과 신뢰에 미치는 영향

The purpose of this study is to investigate the structural mechanism between the evaluation or satisfaction of complaint handling and affection and trust among credit card users experienced in complaining before. The result of this study can be summarized as following; First, the effect of the evaluation of complaint encounter of credit cards on the satisfaction of complaint handling is statistically significant. Second, in terms of the satisfaction of complaint handling, there is a positive effect of process on the reciprocity on the level of customer affection, but the effect of result on the compensatory is insignificant. Third, the process on the reciprocity has the positive effect on the customer trust, whereas the result on the compensatory reduces the level of customer trust. Forth, consumers who have more affection toward their main credit card have high level of customer trust about it. In order to enhance the level of customer affection and trust in credit cards, this study is to provide fundamental idea or implications for maintaining long-term and stable relationship between consumers using credit cards and credit card companies.