메신저 서비스 품질에 관한 연구

A Study on Messenger Service Quality

  Recently Internet user made use of instant messenger as communication tools. However, There is almost little related studies of instant messenger. The object of this study propose to measurement model of instant messenger service. We propose measurement item of service qualities (tangibility, assurance, responsiveness, empathy, reliability) based SERVQUAL model. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse reliability and validity of model using cronbach"s alpha, exploratory factor analysis and confirmatory factor analysis. We confirm model"s reliability and validity through analysis. We will analyze relationship other variables(Customer satisfaction, customer loyalty) and service quality of instant messenger on next research.