국내 초고속 인터넷 서비스의 고객 불평처리 서비스 수준이 서비스 만족도와 서비스 재계약 의사에 미치는 영향

Relationship between customer satisfaction and re-contract intention in the ISP industry: The role of the level of responses on customer complaints

The competition among the firms become fierce and fierce in the Korean ISP industry. In this situation, customer loyalty is the main driver of the company profitability for growth. Major players in the Korean ISP market try to increase their customer loyalty by investing in the improvement of service quality and responses on customer complaints. In this study, we examine empirically the importance of the responses on customer complaints between customer satisfaction and re-contract intention. The result implies that it is necessary for companies to reconsider the role of the responses on customer complaints among the satisfaction, the re-contract intention and future profitability.