This paper is a follow up to the previous study which reveals that smartphone users are divided into three subcategories according to their usage characteristics. In this paper, these groups are called as ‘general’, ‘entertainment’, and ‘work-assistant’, taking into account their respective characteristics. The ‘general’ is a group whose smartphone usage characteristics are not focused on a specific purpose, the ‘entertainment’ is focused on music, internet, SNS, picture, and e-banking, and the ‘work-assistant’ is on work, GPS, diary. Inter-relation between the importance and satisfaction for the purchase determinants to the groups is investigated. In addition, Kano analysis of quality attributes is also performed, which includes quality type, satisfaction/dissatisfaction index, and PCSI (Potential Customer Satisfaction Improvement) index. The analysis result are as follows. Firstly, inter-relation between importance and satisfaction differs by user group. ‘Internet’, ‘Ease of use’, and ‘Performance’ purchase determinants are evaluated as competitive determinants in ‘work-assistant’ user group. Secondly Kano quality types of quality characteristics also differs by user group. ‘Application’ was classified as an attractive (A) types to ‘entertainment’ group and so on. ‘Internet’ ‘Failure/Bug’, ‘Touch response rate’ and ‘Charging’ are located in ‘Nice’ Region of S-PCSI Diagram and have to be considered as strategic quality characteristics. The results of this study is expected to give some helps in establishing a customer tailored quality strategy.

본 연구는 스쿠버다이빙의 교육 서비스품질과 고객만족 및 재구매의사의 관계를 연구하는데 그 목적이 있다. 서울 소재의 스쿠버다이빙장의 스쿠버를 모집단으로 선정하고 비확률 표본추출법 중 편의추출법(conven-ience sampling)을 사용하여 총 200부의 설문지를 배포하였다. 이 중 불성실하게 응답되어졌 다고 판단한 46부의 설문지를 제외하고 총 154부의 자료를 유효표본으로 사용하였다. 자료처리방법은 SPSS18.0 프로그램을 사용하여 빈도분석, 탐색적 요인분석, 상관관계 및 다중회귀분석을 실시하였다. 본 연구결과는 다음과 같다. 첫째, 교육 서비스품질과 고객만족의 관계를 분석한 결과 교육 서비스품질 중 시설(β=.349), 프로그램(β=.340)이 만족에 영향을 미치는 것으로 나타났다. 또한 교육 서비스품질에 대한 고객만족의 설명력을 살펴보면, 교육 서비스품질의 전체 변량 중 약 47%의 설명력을 갖는 것으로 나타났다. 둘째, 교육 서비스품질과 재구매의 관계를 분석한 결과 교육 서비스품질 중 비용(β=.215), 프로그램 (β=.442)이 재구매에 영향을 미치는 것으로 나타났다. 또한 교육 서비스품질에 대한 재구매의 설명력을 살펴보면, 교육 서비스품질의 전체 변량 중 약 53%의 설명력을 갖는 것으로 나타났다. 셋째, 고객만족과 재구매의 관계를 분석한 결과 만족(β=.555)은 재구매에 영향을 미치는 것으로 나타났다. 또한 만족에 대한 재구매의 설명력을 살펴보면, 전체 변량 중 약 55%의 설명력을 갖는 것으로 나타났다.

본 연구는 어린이수영장의 서비스품질과 만족 및 고객충성도 관계를 알아보자 한다. 모집단은 총 300명을 표본대상으로 설문지를 배포하였으며, 회수된 설문지 중 불성실하게 응답했다고 판단된 3부의 설문지는 제외하여 총 297부의 설문지를 자료 분석에 사용하였다. 이 연구에서는 PASW 21.0을 활용하여 빈도분석, 신뢰도 분석, 탐색적 요인분석, 상관관계분석, 다중회귀분석, 단순회귀분석을 실시하였다. 이 연구에서는 모든 통계치의 유의수준을 .05로 설정하여 다음과 같은 결론을 도출 하였다. 첫째, 어린이수영장 서비스품질의 시설, 프로그램, 비용, 인적자원, 신뢰는 만족에 영향을 미치는 것으로 나타났다. 둘째, 어린 이수영장 서비스품질의 비용, 인적아원, 신뢰는 고객충성도에 영향을 미치는 것으로 나타났다. 셋째, 어린 이수영장 서비스품질에 대한 만족은 고객충성도에 영향을 미치는 것으로 나타났다.

목적 : 본 연구는 안경체인 가맹점주의 만족도가 고객 만족과 고객 수 증가에 어떤 영향을 미치는지 살펴보기 위하여 하였다. 방법 : 설문조사는 전국 A 안경체인 가맹점의 가맹점주를 대상으로 자기기입법(self-adminstration method) 으로 응답하도록 하여 결과를 SPSS 18.O 통계 프로그램을 이용하여 분석하였다. 결과 : 안경체인 가맹점주의 인구사회학적 및 사업 관련 특성을 살펴보면, 가맹점주는 남성이 대부분을 차지하고 있었고, 연령은 40대와 30대가 많았다. 가맹점주 만족도의 일반적 경향을 살펴보면, 유통지원에 대한 만족도가 가장 높고 운영지원과 가격 및 조건에 대한 만족도가 낮은 것으로 나타났다. 가맹점주들의 만족도가 고객 만족에 미치는 영향을 살펴보았는데, 가맹점주 만족도의 하위요인 중 가격 및 조건에 대한 만족도, 제품 관련 요인에 대한 만족도가 영향을 미치는 것으로 나타났다. 결론 : 가맹점주의 제품 관련 요인에 대한 만족도가 높을수록 고객 수가 감소하고, 판매촉진 요인과 가격 및 조건요인에 대한 만족도가 높을수록 고객 수가 증가한다는 것을 알 수 있었다.

The environmental changes in the Korean cosmetic medical service industry in the 21st century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, ‘Consideration for customer benefits’ in empathy category was followed by ‘Immediate help’ and ‘Sincere response’ in responsiveness category, and ‘Understanding customer needs’ in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

Recently the business environment surrounding the financial investment industry is changing rapidly, and the demands of customers (diversity and the cycle of change etc.) are getting shorter. In this context, it can be said that companies are forced to adopt an agile management environment. In particular, non-face-to-face channels, including MTS, is adopting the agile system into the digital finance sector from a company-wide and strategic perspective. This study analyzed the effects of MTS services’ environment quality on customer satisfaction and continuous intention to use for MTS users who are rapidly increasing under the agile management environment in the financial investment industry. This study surveyed the quality of service environment (accessibility, convenience, design, security), customer satisfaction, and continuous intention to use for 350 MTS users. First, accessibility, convenience, and security of MTS service environment quality had a positive effect on customer satisfaction, and design was rejected Second, customer satisfaction has a positive effect on continuous intention to use. Third, convenience and security of MTS service environment quality have positive effects on continuous intention to use, and accessibility and design were rejected. The results of this study, together with demographic analysis, are expected to provide useful implications for MTS activation studies and securities firms’ strategies.

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi’s loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers’ dissatisfaction by loss.

The purpose of this study was to investigate the effect of perceived risk, community usage motive, and price sensitivity of customers who purchase children’s wear directly from overseas on customer satisfaction. Specifically, this study is aimed at verifying the moderating effect of price sensitivity when perceived risk and community usage motive significantly influence customer satisfaction. A survey was conducted among consumers who experienced directly purchasing children’s wear from overseas and engaging in communities. A total of 415 questionnaires were distributed, which 41 responses were insincere and excluded; thus, 374 responses were analyzed. Results of this study are as follows. First, the analysis on how perceived risk and community usage motive influence customer satisfaction reveals the significant influence of economic and social psychological risk on customer satisfaction. Moreover, informational, recreational, and social emotional usage motive have a significant influence on customer satisfaction. Second, the effect of perceived risk and community usage motive on customer satisfaction based on different levels of price sensitivity was verified. As a result, delivery and economic risks affect customer satisfaction for consumers with high price sensitivity. Moreover, recreational usage motive has a significant influence on customer satisfaction for high price sensitive consumers. In conclusion, perceived risk negatively impacts customer satisfaction. Therefore, it is essential to provide a system that can reduce the perceived risk of consumers who purchase children’s wear directly from overseas.

This study analyzed what premium features significantly affect customer satisfaction and their recommendation, and what factors significantly affect product attributes. In the process, first, the loyalty program and the customer compensation program were studied to determine the impact of the customer satisfaction and recommendation. The study analyzed that quality and design of product properties had significant effects on all factors, but the brand was not significantly affected. Second, while superiority, differentiation and scarcity of luxury items are significant to customer satisfaction but superiority is only significant in relation to recommendation intention. Third, the preceding study shows that the customer compensation program has a significant impact on sales growth, but the study found that it was not for imported luxury car customers. Fourth, if the royalties program is low in awareness, it has been analyzed that the scarcity and customer satisfaction relationships among luxury goods have been adjusted. On the contrary, if there is a high level of awareness, it is analyzed that there is a control effect customer satisfaction and differentiation among luxury brands. In the conclusion, in order to satisfy customers at the import luxury car market, the differentiation of luxury goods by standard index must be strengthened and the brand must be strengthened among the attributes of the product. In addition, by raising awareness of the royalties program, the relationship between differentiation and customer satisfaction can be enhanced.

Process Capability (Cpk) is a representative measure of how well the producer manages dispersion and bias for the specifications needed by the consumer. This is expressed as a ratio of 6 times the natural tolerance to the specification. As the producer manages the dispersion small, the capacity index becomes higher. And it is classified into 5 grades according to the degree of management. It is a measure of the quality of processes used in most industrial fields. However, Cpk is calculated by only reflecting the mean and dispersion of the process, there is a disadvantage that it can not give information about the economic loss caused by the inconsistency of the process with the target value. Overcoming these drawbacks, process capability indexes reflecting various types of loss functions such as Cpm, C┼pm and Cpl have been developed. However, all of these previous studies have applied the limit to the consumer specification, which is based on the traditional and passive quality perception that the quality characteristic should exist within the limits of the consumer specification. In this study, we will develop ‘Customer Satisfaction Quality Indicator (CSQI)’ which is a quantitative indicator that can be fully evaluated when the manufacturer’s specification limit, which is an aggressive quality strategy, is applied. This is expected to be useful decision information for both producers and consumers.

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.

Introduction This paper’s goal is to assess the effects of customer participation behavior on perceived e-service quality and satisfaction in Greek e-shops. The author builds on and expands previous efforts by investigating customer participation using a multi-dimensional construct developed by Yi and Gong (2013) with the goal of dwelling deeper in the effects of individual dimensions of customer participation (i.e. information seeking, information sharing and responsible behavior) on consumers’ perceptions. The findings show that one of the three dimensions of customer participation behavior, namely responsible behavior, positively affects both perceived service quality as well as customer satisfaction, while information seeking affects only e-service quality and information sharing does not affect any of the two dependent variables. Theoretical development The author, in agreement with the service-dominant view proposed by Vargo and Lusch (2004; 2008), emphasizes the notion that the customers of a provided service are not just simple recipients of a final product, but also co-creators in its production process. Research on customer participation, has revealed its positive influence on perceived quality (Cermak et al., 1994) and satisfaction (Yang et al., 2017), while in some cases studies pointed out when this relationship does not hold, as well as investigate moderators affecting it (Yim et at., 2012). There have been studies that support the positive effect that aspects of customer participation have on customer satisfaction (Dong et al., 2015; Yim et al., 2012; Chan et al., 2010; Kellogg et al., 1997) and perceived service quality (Dong et al., 2015). At the same time, there have been few studies probing into the relationship between customer participation behavior and perceived service quality and satisfaction in the context of the production and distribution of services from self-service technologies, where a high level of customer/user activity and low provider activity is required (Wünderlich et al., 2013), which stresses the importance of the customers’ role in attaining value co-creation. According to Yi and Gong (2013) customer value co-creation behavior comprises two dimensions; customer participation behavior and customer citizenship behavior. This study focuses on customer behavior that is necessary for value co-creation, namely on customer participation behavior, since it is this that is usually manifest in the context of the interaction of customers with an e-shop. In accordance with the terminology utilized by Kelley et al. (1990), this study focuses on customer technical quality- as expressed by information seeking, information sharing and responsible behavior, according to Yi and Gong (2013)- since interaction with an e-shop is usually standardised and does not facilitate the development of interpersonal relationships between customers and employees. Research design To check the hypotheses formulated in this study, the services offered by e-shops in Greece were examined and assessed. What drew attention on the e-commerce and e-shopping sector, was the fact that through the long lasting economic crisis in Greece, it was one of the few that managed to flourish. A survey was carried out using a structured questionnaire for a sample of 335 adults, customers of 125 Greek e-shops. Customer participation behavior (composed of three dimensions, namely information seeking, information sharing and responsible behavior) was measured using Yi and Gong’s (2013) multidimensional and hierarchical scale that consists of 11 items, rated on a seven-point Likert format. E-service quality was measured through the use of a one-item scale developed expressly for this purpose by Lee and Lin (2005), who also used a one-item scale to measure customer satisfaction. Result and conclusion The results obtained from the analysis, supported the propositions that customer information seeking and customer responsible behavior enhance perceived service quality, while at the same time customer responsible behavior increases customer satisfaction. Claims that customer information seeking, or customer information sharing enhance customer satisfaction, could not find any support, as did the proposition that customer information sharing enhances perceived service quality. These results provide useful insight when it comes to designing an on-line store in a way that it would enhance the customers’ perceptions on the attained service quality, as well as their perceptions on their satisfaction. In order to succeed, enterprises should develop organisational socialisation (Kelley et al., 1990; Kelley et al., 1992) in such an extent, that it would establish a climate of trust that will lead customers to assume a responsible behavior towards the e-shop.

Numerous studies have explored the influence of Airbnb on the tourism and hospitality industry. However, relatively few studies have focused on customer engagement. Considering its crucial role of boosting customer satisfaction and behavioral intentions (Harrigan, Evers, Miles, & Daly, 2017; So, King, Sparks, & Wang, 2016), there is a great need for research into Airbnb in terms of customer engagement. Therefore, this study aims to investigate customer engagement, satisfaction, and behavioral intentions among Airbnb users. This study recruited a total of 374 US Airbnb users through Amazon Mechanical Turk (MTurk), which has been increasingly adopted to collect samples in tourism and hospitality studies. Data analysis for structural equation modeling (SEM) was conducted to determine the effects of customer engagement on satisfaction and behavioral intentions of Airbnb users. The results show that customer engagement plays a crucial role in Airbnb user experiences. This study contributes to tourism and hospitality research by applying a customer engagement scale previously developed by So et al. (2016) to examine the relationship between customer engagement and behavioral intention to use Airbnb. In addition to this relationship, satisfaction was included as a mediator to better grasp the importance of customer engagement and the role of satisfaction among U.S. Airbnb users. This research also extends the current literature of Airbnb by examining, through an empirical approach, how customer engagement with Airbnb impacts its users’ behavioral intentions.

Online review sites such as Booking.com or Tripadvisor are considered to be the most accessible and valuable feedback platform in the hospitality industry (Verma et al., 2012; Xiang & Gretzel, 2010; Yoo & Gretzel, 2008). To keep pace with customers’ use of social media, hotels have recently begun to use customer-generated content or online reviews to assist in decision-making (Chan & Guillet, 2011; Leung et al., 2013) since reviews can affect customer satisfaction and ultimately hotel sales and profitability (e.g. Ye et al., 2011; Zhang et al., 2011; Kim et al., 2016; Berezina et al., 2016;). However, limited research efforts have been made to understand customers’ satisfactory and unsatisfactory experiences by analysis of online reviews (Kim et al., 2016; Berezina et al., 2016; Rhee & Yang 2015 a;b; Levy et al., 2013; Li et al., 2013; Kim et al., 2015; 2016; Kwok & Xie, 2016). Furthermore, the effect of different service characteristics on hotel performance is expected to be assymetrical and non-linear (Mikulic & Prebežac, 2008; Füller et al. 2006; Kim et al., 2016; Zhang and Cole, 2016). The objective of this study is to analyse online reviews and determine whether different hotel service characteristics have assymetrical or symmetrical effects on hotel customer satisfaction. A total of 8.540 online customer reviews (from Booking.com) for 42 4 and 5 star hotels in Athens, Greece were analysed in terms of the overall score of the hotel and the individual service characteristics (cleanliness; location/access; personnel quality; installation quality; room quality; food quality; service process quality, and perceived value) for a 2-year period. Data was analyzed using penalty-reward analysis (Mikulic & Prebežac, 2008) and the three factor (satisfiers, dissatisfiers, hybrid) theory of customer satisfaction (Matzler & Sauerwein, 2002; Matzler et al., 2003). Results show that there are indeed asymmetric effects on customer satisfaction. The most powerful frustrators are cleanliness and perceived value and the highest impact dissatisfier is room quality, followed by installation quality and food quality. Only personnel quality and location/access are hybrid factors, meaning that they can have symmetric effects on customer satisfaction. Also, no characteristic was found to be a satisfier or delighter showing that delighting customers is very difficult. Results also differ according to reason for travel (leisure / business) and type of traveller (solo, groups, families, friends). The results of this study can serve as a guide for customizing hotel services for each type of customer. This can lead to higher customer satisfaction and higher perceived overall performance of hotels as expressed in online reviews. Also, higher review ratings can influence overall profits.

The antecedents of customer loyalty have been a subject of interest to marketers and researchers alike. Few studies have investigated the moderating influence of brand image on customer satisfaction and loyalty. A framework was developed and tested to link casino service quality with satisfaction (affective and cognitive satisfaction) and loyalty (revisit intention and willingness to recommend). The influence of brand image as a moderator was also proposed. Quantitative surveys with 240 mainland Chinese tourists, who were the major source of tourists in Macau, were conducted. All the proposed hypotheses were supported. This study contribute knowledge on customers’ satisfaction and loyalty to casinos by explaining the interrelationships between casino brand image, casino service, customer satisfaction and loyalty. The research demonstrates that satisfied customers are more inclined to revisit and recommend the casino. These relations are stronger for customers who scored higher in image than those who scored lower. The study provides promotional marketing strategies for the casino industry and theoretical suggestions for future study.

Today, customers experience a multitude of online and offline touchpoints along their shopping journeys. A customer touchpoint is defined as a direct or indirect encounter with a firm along shopping process (Baxendale et al., 2015). Touchpoints can be oneway or two-way interactions between customers and firms (Verhoef, Kannan, & Inman, 2015). Instant experiences are initiated by firms, others or by customers themselves. These experiences influence customer’s overall experience with brands, and furthermore, have impact on customers' subsequent attitude and behaviour. Another important question for managers is to decide whether to aim for creating frequent encounters: focus on volume, or creating instant experiences with stronger positive-emotional response: focus on valence. Prior research investigated different touchpoints separately and mostly focused on the effect of the volume of touchpoint encounters on attitudes and behaviour. Taking a holistic perspective, we investigate the effects of volume and valence of customers’ previous experiences of firm, others and customer initiated touchpoints on satisfaction and current purchases. We employed a real-time tracking method where respondents reported their touchpoint experiences via a mobile phones, each time they encountered the focal brand in a 4- week period in supermarket, healthcare and banking categories. We employ a twostep dynamic Heckman Probit model to investigate the impact of volume and valence of touchpoints on customer behaviour, and a multivariate regression to investigate the touchpoint effects on brand satisfaction along customer journeys. Our results reveal that brand satisfaction is mostly explained by the effect of touchpoint valence and not touchpoint volume. Our behaviour model reveals that the volume, rather than valence, of previous customer initiated purchases and transactions impacts the frequency of current purchases.

The Korean buffet restaurant, which was developed by combining the Korean food and a buffet, allows a large menu to be enjoyed at a reasonable price and has become popular with men and women, young and old, and become a new type of eating out. This study examined the effects of the waiting time management and menu quality on the customer satisfaction and re-visit intention in a Korean buffet restaurant to help quality improvement and development of Korean buffet restaurants. The customer satisfaction and re-visit intention only had a significant effect on the staff attitude toward waiting time. Hygiene, sensory factor, and variety of menu quality were significantly related to customer satisfaction and revisit intention, respectively. In addition, satisfaction with food and service had a significant effect on the re-visit intention and customer satisfaction. Therefore, it is important to establish a virtuous cycle structure that will improve the re-visit intention by satisfying customers through waiting time management and menu quality for the development of Korean buffet restaurants.

This research was conducted to examine coffee shop customers’ preference and satisfaction by different types of promotion. Research samples ware adults with experience of any form of coffee shop promotion (n=209). Descriptive statistics, Chi-square, t-test and one-way ANOVA were used to analyze the relations among variables. Results showed that 'free coupon' was the most preferred ones. SNS was the most frequently used search method for coffee shop coupon promotion information. The most preferred event promotion was 'freebies', and preference levels were significantly different by age and employment status. 'Barista experience' was ranked highest in preference among cultural experience events. Drinking coffee was the most important purpose of visiting coffee shops, especially among unemployed, twenties, and women respondents. Coupon was evaluated the highest in usefulness and satisfaction among the three promotion methods. Event and cultural experience were preferred more by respondents in their twenties than those in their thirties. Results indicated that all promotion strategies are effective for increasing customer satisfaction and for inducing revisit. Findings also showed that preference for promotion was affected by customer characteristics such as age and gender. Therefore, coffee shops should consider using the most effective and attractive promotion strategy for their target market, while maintaining a consistent service quality level to fulfill customer expectation.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs 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 to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer’s first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.