Proceedings of the Korean Operations and Management Science Society Conference (한국경영과학회:학술대회논문집)

The Korean Operations Research and Management Science Society (한국경영과학회)
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Modeling a causal relationship among service quality factors with a time-lag consideration: A case in the high-speed internet service

시간지연을 고려한 서비스품질 요인 간의 인과관계 분석에 관한 연구: 초고속인터넷서비스 사례를 중심으로

  • Park, Jeong-Cheol (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Jeong, In-Jun (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Kim, Kwang-Jae (Department of Industrial Engineering, Pohang University of Science and Technology) ;
  • Park, Young-Jun (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Kim, Chan-Gyu (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Kim, Min-Jeong (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
  • Jung, Ji-Young (Business Strategy Research Department, Electronics and Telecommunications Research Institute)
  • 박정철 (포항공과대학교 기계산업공학부) ;
  • 정인준 (포항공과대학교 기계산업공학부) ;
  • 김광재 (포항공과대학교 기계산업공학부) ;
  • 박영준 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 김찬규 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 김민정 (한국전자통신연구원 통신서비스전략연구그룹) ;
  • 정지영 (한국전자통신연구원 통신서비스전략연구그룹)
  • Published : 2004.05.21
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Abstract

There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.

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