인터넷전화서비스에 대한 소비자피해와 소비자만족도

Consumer Satisfaction and Consumer Damages of Voice over Inter Protocol Service

The purpose of this study was to find the consumer damages and consumer satisfaction of Voice over Inter Protocol Service(VIPS). The 113 cases of consumer damages collected during from 2009 to October of 2011 by Korea Consumer Agency were analyzed for finding consumer damages, and on-line questionnaire survey was conducted from November 11 to 17, 2011 for finding consumer satisfaction of VIPS. And 1,000 adults, who had ever used VIPS last 3 months, were selected. The main results were as following. First, the major 3 types of consumer damages were 'penalty for consumers' contract termination in the middle of the contract period(33 cases), 'over-charge of telephone rate'(18 cases), 'charge on the telephone machinery that consumer thought it was free(12cases)'. Second, consumer satisfaction in general of VIPS was found to be 4.78 out of 7.0. And consumer satisfaction in the step of contract was found to be 5.08. Further, consumer satisfaction was found to be 4.40 for telephone quality, 4.62 for call center service, 4.33 for telephone rate and additional services, 4.98 for after service respectively.