서비스 품질과 신뢰가 고객만족에 미치는 영향 -법무사의 법률서비스를 중심으로-

Abstract

Abstract Purpose: The requirement for legal services is going up by modern peop le living in the era of complexity and variety who want to resolve legal conflicts between individ uals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring servi ce quality, and dimension of service quality were explored, relationship among service quality, customer sat isfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 cust omers of Judicial Agents's Service.Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sec tors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investig ate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study s hould be proceeded considering variables such as customer value, conversion cost, and image of service provid ers.Key Words：Service Quality, Trust, Customer Satisfaction, Customer Loyalt y, Legal Services