이동통신요금 만족도와 이동통신 소비생활 만족도에 대한 영향요인: 요금 관련 소비자정보의 충분성과 소비자역량을 중심으로

초록

As having access to mobile connectivity became a necessity in the modern digital society, consumers are facing burden on high fee in mobile telecommunication service. This research explored evidence of the factors which influence consumer satisfaction of mobile telecom fee in the perspective of the enoughness of consumer information and consumer competency. An online survey of 400 mobile telecommunication service consumers was conducted to identify variables which influence satisfaction on the mobile telecommunication fee. Consumer's average mobile telecommunication fee was 46 thousand won per month. The satisfaction level for mobile telecommunication fee was revealed little bit lower, which was influenced by enough provision of fee-related consumer information and consumer competency. To enhance consumer's satisfactions on mobile telecom fee, it is important to provide information for easy comparison. In addition, consumer education program development and consumer policy support is necessary to enhance consumer's competency in fee-related information comparison and selection. Private sectors' self-regulatory effort is also required for transparent information provision and consumer competency enhancement.

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