This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that only empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

Abstract
 1. 문제제기 및 연구목적
 2. 이론적 배경
  2.1 고객만족
  2.2 서비스품질의 개념 및 고객만족과의 관계
 3. 연구설계
  3.1 자료수집 및 분석방법
  3.2 변수측정 및 분석 방법
 4. 조사결과의 분석
 5. 요약 및 결언
 6. 참고문헌

• 안관영 | Ahn Kwan Young