지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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초록· 키워드
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This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions.
The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies" complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services.
The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.
The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies" complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services.
The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.
목차
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구방법
Ⅳ. 결과분석 및 해석
Ⅴ. 결론 및 제언
REFERENCES
참고문헌 (51)
참고문헌 신청
1. [학술지(정기간행물)] - 백병성 / 2009 / 소비자 불평행동 결정요인: 한국과 미국의 비교를 중심으로 / 소비자학연구 20 (3) : 75 ~ 98
2. [학술지(정기간행물)] - Bell, S. J / 2002 / The employeeorganizational relationship, organizational citizenship behaviors, and superior service quality / Journal of Retailing 78 : 131 ~ 146
3. [학술지(정기간행물)] - Bienstock, C. / 2003 / Organizational citizenship behavior andservice quality / Journal of Service Marketing 17 (4) : 357 ~ 378
4. [학술지(정기간행물)] - Boote, J. / 1998 / Towards a comprehensive taxonomy and model of consumer complaining behaviour. Journal of Consumer Satisfaction / Dissatisfaction and Complaining Behavior 11 : 140 ~ 151
5. [학술지(정기간행물)] - Davidow, M. / 1997 / Understanding and influencing consumer complaint behavior : Improving organizational complaint management / Advances in Consumer Research 24 : 450 ~ 456
2. [학술지(정기간행물)] - Bell, S. J / 2002 / The employeeorganizational relationship, organizational citizenship behaviors, and superior service quality / Journal of Retailing 78 : 131 ~ 146
3. [학술지(정기간행물)] - Bienstock, C. / 2003 / Organizational citizenship behavior andservice quality / Journal of Service Marketing 17 (4) : 357 ~ 378
4. [학술지(정기간행물)] - Boote, J. / 1998 / Towards a comprehensive taxonomy and model of consumer complaining behaviour. Journal of Consumer Satisfaction / Dissatisfaction and Complaining Behavior 11 : 140 ~ 151
5. [학술지(정기간행물)] - Davidow, M. / 1997 / Understanding and influencing consumer complaint behavior : Improving organizational complaint management / Advances in Consumer Research 24 : 450 ~ 456
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