이동통신 상품의 서비스 전환장벽 변화가 고객유지와 고객이탈에 미치는 영향

Effects of Switching Barrier of Mobile Telecommunication Service on Customer Retention And Churn - out

Number portability that was effective from 2004 has reduced switching cost which has made telecommunication companies keep having their customers. This research deals with what leading variables consist of switching barrier from the perspectives of number portability and the other major antecedent factors of switching barrier, i.e. CLalt, service quality, switching cost, and variety seeking behavior. It also investigates the relationship between switching barrier and customer loyalty which includes customer retention and customer chum out in the telecommunication market. Managerial implications of the study were also discussed.