연령에 따른 고객 만족도와 애호도 형성에 관한 연구

A Study on the Formation of the Customer Satisfaction and Loyalty by Age - Focused on Mobile Service -

This study aimed to identify the service quality component of the telecommunications service industry that has rapidly grown for a short time and investigate what effect this service quality had on the formation of customer satisfaction and loyalty. Especially, it attempted to investigate what service dimensions had an effect on the formation of service satisfaction and loyalty of the major consumers of the telecommunications service industry. By doing so, it attempted to identify what marketing strategy was most effective and efficient to implement for each generation and make the strategic proposal for establishing the marketing strategy of the service provider targeting each generation. To attain this goal, this study established the research hypothesis for consumers using the telecommunications service in Korea for empirical analysis and used SPSS for Windows 10.0 for statistical analysis.