이동통신 서비스품질과 고객만족도, 고객충성도, 전환장벽, 전환의도 간의 관계

The primary purpose of this study is to identify the factors that determine the quality of mobile communications services, second, the effect of the quality of mobile communications services on customer satisfaction and the effect of customer satisfaction on customer loyalty, third, the effect of switching barrier on customer loyalty and the effect of switching barrier on switching intent, and lastly what differences these factors make among customers of three major mobile communications services providers(SKT, KT, and LG U＋). First, I have compiled seven factors that determine the quality of mobile communications services based on preceding studies and conducted a test of hypothesis. The findings are as follows. First, factors that determine the quality of mobile communications services mostly have a positive (＋) correlation with customer satisfaction. The test of hypothesis has shown that all service quality factors except the hypothesis H1-2(correlation between the cost and customer satisfaction) turn out to have a positive correlation with customer satisfaction. Second, a test of hypothesis on the correlation between customer satisfaction and customer loyalty has shown that all have a positive significant effect. Third, it has turned out that switching barrier does not have a positive significant effect on customer loyalty. Fourth, it has been found that switching barrier has a negative significant effect on switching intent. Fifth, test results show that customer loyalty has a negative significant effect on switching intent. Lastly, with differences in perception among customers of three major mobile communications services providers.