디지털 콘텐츠 사용자의 만족에 영향을 주는 서비스 품질 요인 및 유통 채널 탐색에 관한 연구 = An Exploration of Factors of Service Quality influencing on User’s Satisfaction and Distribution Channel of the Digital Contents

다국어 초록 (Multilingual Abstract)

With the recent development of IT technology, the existing contents have been digitalized through various distribution channels. Accordingly, a lot of studies have been done in order to figure out the distribution and features of digital contents, In these studies, however,categorical characteristics of digital contents were not considered ; most of the previous researchers saw digital contents as only a single item or focused on some contents within particular part such as movie, music, etc. So, this study divides digital contents into movies,music and texts. I was going to study which factors affect Customer Satisfaction in relation with the kind of contents. With SERVQUAL as independent variables, which affect the Customer satisfaction, I used five factors :Design Quality, Information Quality, Security Quality, Communication Quality and Transaction Quality. As for the detailed items, I corrected them with Open-End Question and Pre Survey Research, which are more fit into the features of digital contents. This research conducted Principle Component Analysis, Reliability Test, Correlation Analysis and Regression Analysis. I verified that each factor of Service Qualities has a positive effect on Customer Satisfaction. Moreover, the factors of the effect are different according to the kind of digital contents. This paper was added Exploratory Study to find the best distribute channel. For the study, I search the possible distribute channel in each digital contents and their characteristic.

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