Journal of Digital Contents Society (디지털콘텐츠학회 논문지)

Digital Contents Society (한국디지털콘텐츠학회)
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The Effects of Service Quality and System Quality on Customer's Satisfaction and Continued Usage Intention of N-Screen Service Regarding Mobile Network Condition

무선망 환경에 따른 N스크린의 서비스품질과 시스템품질이 고객만족과 지속이용의도에 미치는 영향

  • 박창묵 (서울과학기술대학교 IT정책대학원 방송통신정책전공) ;
  • 김동우 (서울과학기술대학교 IT정책대학원 방송통신정책전공) ;
  • 이창형 (서울과학기술대학교 IT정책대학원 방송통신정책전공) ;
  • 김광호 (서울과학기술대학교 IT정책대학원)
  • Received : 2013.05.25
  • Accepted : 2013.06.27
  • Published : 2013.06.30
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Abstract

This paper studied the effects of service quality and system quality that affect customer's satisfaction and continued usage intention regarding mobile network conditions. The hypotheses and research models were completed using research factors of service quality(reactivity, empathy) and system quality(connectivity, ease of use, channel-mobility) borrowed from previous studies on DMB and IPTV. The hypotheses and research models were verified through experiments and surveys. The key finding showed that customer's expectation on service quality and system quality under fast network(Wifi) was higher than that of under slow network(3G). Furthermore, it showed that users react more sensitive to service quality than to system quality such as network speed. Based on the results, this study has the implication for expanding the understanding of the factors used in previous DMB and IPTV studies by applying them in N-screen domain.

본 논문은 무선망 환경에서의 서비스품질과 시스템품질이 고객만족과 지속이용의도에 미치는 영향에 대해 살펴보았다. 기존의 DMB와 IPTV 논문에서 다루어진 서비스품질(반응성, 공감성) 및 시스템품질(접속성, 사용용이성, 채널이동성)의 요인들을 차용하여 가설을 설정하고 연구모형을 완성하였으며, 실험연구 및 설문조사를 통해 이를 증명하고자 하였다. 그 결과, 3G망보다 와이파이망 이용자들의 서비스품질과 시스템품질에 대한 기대치가 높게 나타났으며 전송속도와 같은 시스템품질 보다는 서비스품질에 대해 더 민감하게 반응함을 알 수 있었다. 본 논문은 기존 DMB와 IPTV 논문에서 다루어진 요인들을 N스크린 영역에 적용하여 연구영역을 확장하고 이해도를 높였다는 데 의의가 있다.

Keywords

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