Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Influence of Service Quality and Trust on Customer Satisfaction in Judicial Agents's Service

서비스 품질과 신뢰가 고객만족에 미치는 영향 -법무사의 법률서비스를 중심으로-

  • Eom, Heeyeol (School of Business Administration, Sangji University) ;
  • Lee, Sungho (Department of Management Information Systems, Sangji University) ;
  • Kim, Chesoong (School of Business Administration, Sangji University)
  • Received : 2012.07.27
  • Accepted : 2012.10.30
  • Published : 2012.12.31
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Abstract

Purpose: The requirement for legal services is going up by modern people living in the era of complexity and variety who want to resolve legal conflicts between individuals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring service quality, and dimension of service quality were explored, relationship among service quality, customer satisfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 customers of Judicial Agents's Service. Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sectors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investigate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study should be proceeded considering variables such as customer value, conversion cost, and image of service providers.

Keywords

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