Mobile phone market, a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry and as a daily necessity, is led globally by companies that have been actively responding to changes in the so-called Smart Revolution environment. Lately, however, the Smart Phone market is prospected to move from growth phase to mature phase by the scholars. In order for a company to proactively respond to the change in such market condition, it is imperative that they ensure absolute advantage in customer loyalty over their competitors by revolutionising the after-sales service(A/S) quality that will lead to service satisfaction. This study aims to configure what dimensions make up for mobile phone A/S quality, and how this quality affects customer satisfaction and loyalty as well as proposing directions for A/S quality improvement by identifying them case by case to see what dimensions have more impact on customer satisfaction.

1. 서론
 2. 서비스품질에 관한 선행연구
  2.1 서비스품질 측정과 구성차원
  2.2 서비스품질과 관련변수간의 인과관계
  2.3 서비스품질 차원들의 영향력 차이
  2.4 휴대폰 A/S품질에 관한 선행연구
 3. A/S 품질의 연구모형 및 가설설정
 4. 실증분석
  4.1 자료수집
  4.2 타당성 및 신뢰성분석
  4.3 가설검증
 5. 결론
 References

• 이재준(금오공과대학교)
• 이세재(금오공과대학교)
• 조명호(금오공과대학교)
• 권정훈(금오공과대학교)
• 조진형(금오공과대학교)