소비자의 이동통신서비스 이용유형별 피해경험과 만족도 연구 - 알뜰폰 이용소비자와 비이용소비자의 비교

Abstract

In recently, it is increasing using consumer of affordable phones, and also it is increasing problem experience of recent consumer use with expanded use of MVNO(Mobile Virtual Network Operator) has increased rapidly soaring. This study was to investigate the effect of moving the main and interaction of experiences and communication services for the use and type of damage of the consumer experience. In addition, this research compared the user and non user of MVNO. The results of this research is as follows; First, the mobile communication service of consumers used type of voice call center that using type, range of services and using type, was classified as a data center and using type, data center low using type, differed depending on the mobile phone bills and age, pocket money. Also differed depending on whether MVNO available. Second, the mobile communication service experience of consumers is commitments avoid default, impersonation, termination restrictions, cancellation costs are MVNO using consumers were more non using MVNO consumers, unreasonable rates were not significantly different. Third, consumers satisfaction of the mobile communication service satisfaction was classified as a cost factor and safety and speed of information and business factors. And effect on consumer satisfaction of mobile communication service type and the problem experience, the effects of factors specific satisfaction, safety and price satisfaction factor is main effects in MVNO using consumer. Non using MVNO consumer is related problem experience and mobile communication service pattern by interaction effect. Consumer's satisfaction on the Information and speed of business process is not interaction effect with MVNO user and non user. These findings suggest that consumers use mobile communication services by different types, and it means that consumer use different type depending on whether using MVNO. And it suggests that a different approach is required to improve the different mobile service satisfaction effect on whether the damage is price satisfaction safety and experience. And it is need to produce multiple mobile service by consumer's pattern.