이동통신 기업에 대한 고객들의 개인정보보호 중요성에 대한 인식이 서비스 품질인지, 고객 만족도, 고객 충성도에 미치는 영향 연구

초록

The purpose of this research is about domestic telecommunication's service is not only take the process of enrollment of customer service usage request, restore, management which are about personal information but also regard their customer's personal information as a strategic asset which should have to co-relate with service quality, customer's satisfaction and loyalty. As a result of this researcher's hypothesis, the perception of personal information right type and self-service offering has meaningful relationship directly, and the limit to usage rate of information has not. Because customers have concerns for their information leakage, and publication, their perception recognize that can abuse their privacy. So solving those problem affects for perception of service quality. In case of service utility and stability, the company which offers their service make their customer's perception of information better. Offering information and right type are not have meaningful affection with service utility and stability, otherwise limitation for information usage range and method agreement have not meaningful result. So after get customers agreement to use their information, the company use customers data which can be connected to customer's trust. In case of service quality recognition, service relief and spontaneity, utility and stability are very important factors, and also they affects for customer's loyalty. As a result of this paper, the perception for the importance of personal information improvement affects repurchase throughout protection for customer's concerns for personal information leakage and limitation for useable range.

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