Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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The Analysis of Impact of IT-Based Communication Level on Customer's Intention of Service Reuse : Auto Repair Service

IT기반 커뮤니케이션 요인이 서비스재이용의도에 미치는 영향분석 : 정비서비스를 중심으로

  • Received : 2013.05.19
  • Accepted : 2014.03.03
  • Published : 2014.09.30
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Abstract

As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.

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References

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