A Preliminary Study on the Satisfaction of Mobile Internet Service Usage

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Journal of Korean Society for Quality Management > Volume 32(2); 2004 > Article

Journal of Korean Society for Quality Management 2004;32(2): 15-.

모바일 인터넷 서비스 이용만족도에 관한 예비적 연구

변재호¹, 권수천², 조성빈³

¹한국전자통신연구원
²한국전자통신연구
³건국대학교 산업공학과

A Preliminary Study on the Satisfaction of Mobile Internet Service Usage

ABSTRACT

This study investigates the customer satisfaction based on the various levels of many factors such as age, sex, period, motive, preference between wired and mobile service, frequency, and time. Customer satisfaction is measured by 13 dimensions. MANOVA reveals that preference between wired and mobile commerce service, mobile service frequency, mobile e-mail service frequency, wired Internet usage frequency, and mobile Internet usage time have a significant effect on the overall satisfaction. Transmission speed, fare, and ease of operation of mobile Internet service turn out to be improved for better customer satisfaction, the IMT-2000 service in particular.

Key Words: Mobile Internet Service;Customer Satisfaction;Wired Internet Service;