국내 이동통신 3사별 서비스 품질 요인이 신뢰, 고객만족도 및 고객충성도에 미치는 영향 분석 = Analyzing the Impact of Service Quality Factors on Trust, Customer Satisfaction, and Customer Loyalty of Major Telecommunication Companies in Korea

다국어 초록 (Multilingual Abstract)

Purpose: The purpose of this study is to investigate the service quality factors in terms of customer trust,
satisfaction and loyalty of the Korean telecommunication companies(SKT, KT, LG U+). Specifically, this study
presents new business strategies of the each company, thereby pursuing the innovation for mature stage.
Methods: To analyze the telecommunication service quality factors that contribute to customer trust, satisfaction
and loyalty, this study conducted a survey targeting customers of each company. Using the data
collected, the research model was built, and empirical analysis was performed through statistical processing
to verify the model. Furthermore, the clarification of each hypothesis were held including the comparison
analysis of each company data.
Results: The results of this study are as follows; (1) When it comes to total dataset, all quality factors including
trust, satisfaction and loyalty showed significant relationship, accepting every hypothesis. (2) However, for
SKT and LG U+, empathy showed no significant impact on trust while the others showed significant effect.
(3) Finally for KT, all service quality factors such as responsiveness, empathy, security, and customer enablement
had a significant effect on trust.
Conclusion: As the development of platform industry are intensified, telecommunication companies are required
to manage service quality factors thoroughly, especially focusing on customer privacy and security.

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