통신사업자의이용자보호관련업무에대한평가제도연구 2009. 11
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3 1 11 1 23 1 23 2 24 2 26 1 26 1. 26 2. 40 2 41 1. 41 2. 47 3 48 1. 48 2. 56 3 63 1 (CCMS) 63 1. CCMS 63 2. 68 3. 72 4. 77
4 2 78 1. 78 2. 80 3. 81 4. 86 4 88 1 Ofcom 88 1. Ofcom 88 2. Ofcom 94 3. Ofcom 98 2 ACMA 104 1. 104 2. (C628: 2007) 105 3. 108 3 BBB CTIA 116 1. BBB (BBB Accreditation Standards) 116 2. CTIA 123 3. 124 5 () 126 1 126 1. 126 2. 128 2 143 1. :,,, 146
5 2. () 148 6 151 153 1 157 2 165 3 180 4 / 194
6 21,, (: KT) 27 22 28 23 30 24 (: SK) 31 25 KTF( KT) 32 26 32 27 34 28 (: KT()) 36 29 37 210 38 211 39 212 42 213 48 214 57 31 CCMS 65 32 CCMS 69 33 70 34 73 35 74 36 74 37 75 38 75
7 39 76 310 76 311 80 312 81 313 82 314 83 41 Otelo CISAS 93 42 Otelo CISAS KPI 93 43, 99 44 100 45 102 46 106 47,, 108 48 111 49 113 410 120 411 122 51 127 52 129 53 131 54 134 55 / 136 56 / 137 57 138 58, 139 59 141
8 510 142 511 / 143 512 145 513 147 514 () 150
9 21 40 22 41 23 04 09() 43 24 43 25 44 26 45 27 45 28 46 29 47 31 CCMS 64 32 67 33 CCMS 71 34 79 41 95 42 BBB 118
11 1,.. VoIP 6,.....,,,,.,, ()., 2009 910 KISDI.,.
12 2 1,.,,.,, ARS, ARS.,,,,.,.,,.,., /..
13 2,, VoIP. 2004 16,203 2007 42,069 2008 28,614. 2009, 42.4%, 29.5%. VoIP 2007 151 2008 1,126. (). () 2025%. () 30%,, /,. 1520%, /. 3 2007 12009 10 1) 63, 2007 35, 2008 14, 2009 110 14.,, /, 13. 35. 1) 363 4
14 ///. 3 (CCMS, Consumer Complaints Management System).,. ( ) 7,,.,,,. 2008 12 90 29.., (60%), (40%).,. 2007 2008.,. CCMS,.
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20....,. 3. 3. 2 3. () (). 3. /(31.1%) (37.9%)
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1 23 1 1,.,. 2003 3,360 2009 9 4,766, 2003 1,118 2009 8 1,604 2). OECD Communications Outlook 2009, GDP 4.5% OECD. VoIP., 2007 KT, LG VoIP 2007 61 2009 10 589 3). 2007 7 2008 2 233 2009 2 562 4).. 04 1 6 07 42 08 2) IT(http://www.itstat.go.kr/) 3) (2009. 11. 9), 600, 4) (2009. 5. 18),
24. 09, 42.4%, 29.5%, VoIP 2007 151 2008 1,126.,.,,. 2..,.,.,,,,,.,., 2009 910 KISDI.,
1 25.,,,.,.
26 2 1 1. 5).. FAQ, ARS.,..,, ARS.,., A/S. ARS.. 5) 2009 3. ARS 2009 3, 2009. 78.
2 27. 1), KT, ( SK), LG 3., SK,..,,,. 21,, (: KT) 52( ).,.,.,..,,. 3 3.. : KT() (2009. 3)
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30,... 8) 23 : KT, SK, LG 3) ARS, ARS ARS. ARS 8),.
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32 25 KTF( KT) 28( ) 3 1 12 3.,.,. 1. 1.,, 2., 3.,,.,. : KTF( KT) (2009. 1). 26
2 33 / : SK(2008. 12), KTF( KT, 2008. 7), LG(2009. 3)
34,,. 2) ARS,, A/S ( ),,. (). ARS,. 27
2 35 / ( ) / () : SK, KTF( KT), LG. 1) 9). ( SK ) 1999 4, 2007 111 10). 3, 2. 9) 10) 5(KT, ( SK),, LG, LG), SO, NO, RO 106.
36.,,. (, ).,,, (),,.,,..,.,. 28 (: KT()) 3( ),, E-Mail,,, ( ). 1. 2. 3. (,,, ) 4. ( ) 5. (,,,, ) 6. (, ) 7. 8. 9. 10. : KT() (2008. 12)
2 37 29 :, (KISPA) 1 : (/ ) 46 3,, (KT) ( ) 3 : 24 3 (KT) 3(3 ) 24 3 (SK, LG) 24 10 1 (KT) 24
38. ID, IP,,. 210 ID IP : KT(2008. 12), SK(2009. 3), LG(2009. 1), (2009. 1), (2008) ()
2 39 2) ARS.,. SO, NO, RO. 211 : KT, SK, LG,,
40 ARS,. 2.,,,.. KISDI (2007) 11), 19.5%, 13.8%, 7.5%,. FGI,,. 21 : (2007), p.114 11) (2007. 10)
2 41,.,., /,. 2 1.. 2009. 2006 36,431, 2007 42,858, 2008 22 :
42 28,932 2009 12,251, 2007. (2007 98.2%, 2008 98.9%, 2009 95.7%),., 2007.., 4050%, 2030%. 12). 2009 42.36%, 29.5%, 11.52%, (VoIP) 6.67%, 2008 38.74%, 29.95%, 12.48%, (VoIP) 3.94%. 212 2004 2005 2006 2007 2008 2009 () 49.18% 57.35% 49.04% 38.65% 38.74% 42.36% 10.89% 12.20% 10.12% 13.74% 12.48% 11.52% 22.40% 19.96% 32.11% 42.04% 29.95% 29.50% VoIP 0.36% 3.94% 6.67% 1.62% 1.78% 1.87% 2.43% 1.86% 2.02% 14.17% 7.43% 6.07% 1.34% 10.78% 4.88% * 1.74% 1.28% 0.79% 1.44% 2.25% 3.05% : * = + + TRS + : 12) 2007
2 43 23 04 09() 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 2004년 2005년 2006년 2007년 2008년 2009년 상반기 이동전화유선전화초고속인터넷 VoIP 별정통신부가통신기타 :. 2007 151 2008 1,126 645.7%, 3.94% 2009 6.67%. 24 : KT PCS,, :
44, 1 SK, 2006, 2 KT(F) 20%. LG 2008. KT, ( SK). LG. 25 :,, SO : 1 KT..
2 45 26 : :.. (),,,. 2025%, 1015%,,. 27 :
46 (),, /,., /. 30%. 28 : (),,, /., 1520%. /.,.
2 47 29 : 2.,,..,,,..
48 3 1. 2007 12009 10 36 3 4 2007 35, 2008 14, 2009 10 14 63. 13., /,,,, //,,,,,,,. 213 1 2 KT KT LG 2007-2,,,, 2007-10, 11, 12
2 49 2 3 4 5 KT LG LG 2007-13, 14, 2007-2032 KTHS SK KTF LG KT,,,, 2007-3437 2007-42 SMSe-mail,,,
50 6 VoIP 7 8 9 TRS SK SK KTF KT KT ( ) 2007-50 2007-51 SK 2007-5254 2007-65 3 2007-66 3
2 51 2007-72 1 2 SK 2007-73 KTF 10 LG KT 2007-74 2007-75 1 2
52 11 12 13 14 SK KTF LG SK KTF LG KT SK KT LG 2008-13 2008-811 3 ( ) ( ) 2008-24-075 T-Ring 2008-31-129, 130, 1 2008-31-131
2 53 15 16 17 KT KT SK SK LG KTF 2008-41-223 2008-41-224, 225 2009-16-068, 070 2009-16-069
54 18 SK KT LG 2009-39-182, 183 2009-39-184 2009-39-185 2009-39-186 19 SK LG 2009-40-084, 085
2 55 20 SK KTF LG KT 2009-47-178 181, ( / ) 63 35 2007 12, 2008 9, 2009 10 14.,,.,.,,,.,.,.,.,.,,,,.
56. 1. 2.. (,, ) 20072009 10 8 18.. 2007 2008, 2008 2009.,,,, (),.,,,,,,.,,.. 10.,
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58 7 2007. 7. 4 8 2007. 10. 17 9 2007. 12. 26 /ARS,,,, 10 2008. 7. 16
2 59 11 2008. 8. 12 12 2008. 9. 30 13 2008. 10. 28 14 2008. 12. 8,, 12,
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2 61, (, ). 10.. 3.. 20072009 10 8 (,, ).,.,,,..,..,.,.
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3 63 3 1 (CCMS) 1. CCMS 13)... 1, 2, 3, 2 3. 1. (, ),, CCMS(Consumer Complaints Management System). CCMS,., 13) (2008)
64. 31 CCMS : (2009a), p.5 CCMS,. CCM(Consumer Complaint Management) CCM. CCM. CCMS,. BBB(Better Business Bureau, ),,. BBB,. CCMS 08 12 90 CCMS, 29. 05 10 LG(), CJ 5 CCMS, 08 12 90 CCMS. CCMS 2007 4 18, 08 CCMS 11.
3 65 31 CCMS LG(), CJ(), (), (), GS() (), (), (), (), (), (), (), ()LG, (), (), (), (), ()GS (), (), (), (), () (), (), (), (), (), ()CJ, () SK(), (), BMW(), (), () (), ()KT, (), () () (), (), (), (), (), (), (), (), (), (), (),,,,,,, LIG,,,,, G,,,,,, (), () (), ELCA,,,,,,,,,, 05. 10 06. 3 06. 7 06. 11 06. 12 07. 3 07. 5 07. 6 07. 10 07. 12 08. 2 08. 5 08. 6 08. 8 08. 10 08. 11 08. 12 90 : (29): : (2008)
66. CCMS 14) 1) CCMS,. CCMS (), (), (), (), (v), (), () 7. CCMS,,, 09. 2) CCMS,, 3,. 1,,,,,, ( ). 2.. 3. 14) (2005)
3 67 3) CCMS ( ),, (3, 9),. (),. 15) 32 : (2005), p.8. 15) ( ) ( ) ( )
68 CCMS 0.51. 2. 2.. CCMS 1) 16) CCMS,,,,,,,. CCMS,,,., 3 CCMS,. CCMS 1( ) 7,. ( 4, 280 ).,. 09 2.,. 16) ()(2009e)
3 69 2) CCMS,,, CCMS. 3 (70), (70), (80) 220., 3 (290), (290), (100), 680. 100, 800, 700 1., 2 1. 32 CCMS 1 70 56 49 2 3 70 56 49 3 80 64 56 4 290 232 203 5 3 290 232 203 6 100 80 70 7 100 80 70 1,000 800 700 : ()(2009c), p.8.,. CCMS, 100,,, 50.
70 200,. 33,,,,,,, 100 50 : 1. : (2) 2. 1 2 3. 4. = : ()(2009b), p.4. 1 2 1 0.5 CCMS 7,, 3 (() 2009d)., CCMS 540, 470, 200.. 1) CCMS,,,.,,
3 71,. CCMS,. 1():, 2( ):, CCMS., 2. 33 CCMS : (2009) 2) 17), CCMS, 200 17) ()(2009e)
72.,,,., 1. 3.. 18) CCMS, CCMS,., CCMS,,,,,.,, (,, ),.,,, /,.. 19) 1) 18) ()(2007), 19) ()(2009b),,.
3 73 CCMS,,.,. (30) CCMS(40) 34., CCMS,,. 09 6 2,,, CCMS 20. 34 () 1-1 30(2) 1-2 CCMS * 40(3) 1-3 : * : ()(2009b), p.6. (3) (20) 70 2) CCMS,,.,. (30) (40), 35.
74 35 () : * : ()(2009b), p.6. 2-1 30(3) 2-2 * 40(5) 70 3). (30) CCMS (50), 36. 36 () : * : ()(2009b), p.7. 3-1 30(2) 3-2 CCMS * 50(5) 80 4),.. (40), (60), (40), (70), (50) (30) ( 37 )., 09 6 2,
3 75 20. 37 () 4-1 40(2) 4-2 * 60(4) 4-3 40(6) 4-4 * 70(7) 4-5 * 50(4) 4-6 30(2) 4-7 : * : ()(2009b), p.8. (1) (20) 290 5). 38 () : * : ()(2009b), p.10. 5-1 * 50(2) 5-2 * 70(4) 5-3 * 50(3) 5-4 30(5) 5-5 30(5) 5-6 30(6) 5-7 30(4) 290
76 (50), (70), (50), (30), (30), (30), (30) ( 38 ). 6) CCMS, (30), (40), (30), 39. 39 () : * : ()(2009b), p.12. 6-1 30(3) 6-2 * 40(7) 6-3 30(4) 100 7),,. (30), (40), (30) ( 310 ). 310 () : * : ()(2009b), p.13. 7-1 30(3) 7-2 * 40(5) 7-3 30(2) 100
3 77 4. CCMS. CCMS 107,.,. CCMS,.. CCMS,.,.,,.,.,..
78 2 1.. (, ).. 08 1 20)..,,.,,..,,. 20) (2006)
3 79,,.... 07, 08. 07,, 3 21). 08 () () 22). 34 : (2009) 21) (2008) 22) (2009)
80 2. 23). 1). 01 ( ). 08 3 30% 5%, 09 08 (), 07 1(9), 2 (19). 2) 40%, 60% 900.,,,., ( ) 200.,. 311 40% 400 () 60% 600 100% 1,000 : (2009) 23) (2009)
3 81.,.,,,.,,, (),,. 312, (, ), e-mail (, ) ARS : (2009), p.9., 3.. 24) 02. 24) (2007)
82,,,.,,,, 5 105 ( 07 )., ( ) 5. 10 1,,. 0.1 1.5,,. 313 : (2007), p.6. (4, 5), 5. 6 1 95, 70 ( 09 1 ) 200.
3 83. 25) 1) 6 40 26). TFT(2006),,,,,, 6. 314 : TFT(2006) (VOC) 25), TFT(2006). 2006. 26) (2008)
84 2),,,,.,,.,,.,,,,,. 3) 6,,, 6..,,,.,,.,,,,,.,,,,,,,.
3 85,,,,., (, ),.,,,.,., 3,,., (VOC ).,,,, DB.,,.,,,.,,,
86,,.,,,,,.,.,. 4.. (40%) (60%).. CCMS,,,,. OCPP (). OCPP (). CCMS, OCPP,,.. CCMS. CCMS
3 87,, OCPP., CCMS OCPP. CCMS,.. OCPP, --. CCMS OCPP.
88 4 27) 1 Ofcom 1. Ofcom. Ofcom 28) (Communication Act 2003, Section 3(1)), Ofcom., Ofcom,. (consumer empowerment),, (). (consumer protection) (General Conditions).. Ofcom Ofcom, 27) Consumer, Consumer 28) Ofcom(2006)
4 89,,.,,. 3,., Ofcom (General Conditions). GC9(Requirement to offer contracts with minimum terms): GC11(Metering and billing): GC14(Codes of Practices and Dispute Resolution): (Code of Practices) GC16(Provision of additional facilities): Ofcom. PRS(Premium Rate Service),,,.,,,. Ofcom,
90.. (CCoP, Complaints Code of Practice) Ofcom Section 52 (Complaints Code of Practices; CCoP)., (General Condition) 14. (General Condition) 14.1, (Code of Practice), (terms and conditions)., (Complaints Code of Practice; CCoP)., Ofcom(2005). Ofcom (ADR) 29), ADR Ofcom. ADR, 96 (formal notification) 10%.. CCoP 30) (Complaints Code of Practice; CCoP) CCoP,,,. 29) Alternatice Dispute Resolution 3 30) Ofcom(2005)
4 91 CCoP (PECS) (10 ).,,,, CBS(Common Base Station), VoIP,. (terms and conditions). () () (description) (),, ( ) () () () () ADR () (, ), ADR,., Ofcom,., Ofcom CCoP. ADR. deadlock letter 31) 12 ADR 31) ADR
92.,, (Disability Discrimination). CCoP, Ofcom CCoP. Ofcom CCoP. Ofcom Otelo CISAS. Ofcom, Ofcom CCoP. Ofcom CCoP 94., CCoP Ofcom.. ADR Ofcom Section 52 (Alternative Dispute Resolution; ADR).,,,., Ofcom. Ofcom Office of the Telecommunications Ombudsman(Otelo) the Communications and Internet Service Adjudication Scheme(CISAS). 32) Otelo,,, CISAS. 32) Otelo CISAS (2008)
4 93 Otelo, CISAS. 41 Otelo CISAS Otelo CISAS // / / / (Adjudicator) BIOA IDRS : (2008) (Provisional/final decision) (Decision) Otelo CISAS 42. Otelo 6/8, 2/5, 5/10. CISAS Otelo., Otelo CISAS (Key Performance Index; KPI),. 42 Otelo CISAS KPI Otelo CISAS 6 90.0% 82.0% 88% 91% 8 1.0% 2.7% 10% 9% 2 80.0% 91.0% 95% 100% 5 95.0% 100% 5 95.0% 64.0% 90% 96% 10 100.0% 99.2% : Otelo(2009), CISAS(2009)
94 2. Ofcom 33). Ofcom ADR,. 08 Ofcom Otelo CISAS ADR,. ADR 12 8 ADR.. Ofcom CCoP. CCoP Ofcom CCoP(Ofcom Approved Complaints Code of Practice; OACCoP)... 1), Ofcom 06 Futuresight Report., 14% 12 3, 50%. 42%, 33) Ofcom(2008, d)
4 95. 70%, 52%, 65%.,,. 41 : Ofcom(2008. d), p.31., CCoP,., CCoP 4248%. 46%, 48%, 42% CCoP., CCoP,. 2) Ofcom Single Approved Complaints Code of Practice, Ofcom,. Ofcom 1 2.
96 1: (Do nothing) CCoP 2: (Single Approved Code of Practices setting out Detailed Mandatory Standards) Ofcom.,. 34). Ofcom 3. 3: (Single Ofcom Approved Code of Practices setting out High level Mandatory Standards) Ofcom 3,. 3,,. 2, 2., ARS. 34) 28, (Financial Service Authority; FSA)
4 97 Ofcom 3: (Single Ofcom Approved Code of Practices setting out High level Mandatory Standards). ISO 10002:2004 Quality Management- Customer Satisfaction-Guidelines for Complaints Handling in Organization AS 4269-1995 Austrailian Standard-Complaint Handling. Ofcom CCoP,. Ofcom. (Data Retention(EC Directive) Regulations 2007),. 35).. 1: 2: (logging) 2,. () () () () 35), ADR 12 8
98 15. 2 Ofcom (OACCoP). 12%. 3: (complete records) 3 15., Ofcom 2. 3. Ofcom. Ofcom,,,,, 43. (CCoP)..,,,.,,.
4 99.. 43, 1. (,, ) (cooling-off) 2. (6) 3. /
100 44..,. 44 1.,,,,,,, () (),,, 5 (A/S),,,
4 101 2. (mandatory letter) CLI(s) / (IA call barring);,,, 3. Broadband Speed,,.,..,.,.
102 45 1. (Transparent) /, 2 2. (Accessible) / (, );, 3. (Responsive) 4(escalation), 5 4. (Effective) 5.,
4 103 6. ADR (6 /8 ) (: 2/5, : 5/10) 7. CCoP ( ) / ( ) 8. Broadband Speed. Ofcom (empowerment), (protection). (General Conditions),, (Complaint Code of Practice; CCoP).,,,,,.,,.., Ofcom, Ofcom...
104 2 ACMA 1. 36). ACMA, (Trade Practice Act) (Consumer Protection and Service Standards Act)., TPA(Trade Practice Act),,,,. CPSSA(Consumer Protection and Service Standards Act) (Universal Service Obligation), (Comsumer Service Guarantee), (Telecommunication Industry Ombusman). ACMA(Australia Communication and Media Authority) (TIO). (Communication Alliance LTD). ACMA,. Telecommunications Industry Ombudsman(TIO). TIO 1993,, 36) (2006)
4 105.,,,,,,,,. TIO, TIO.. ACCC (ACCC: Australian Competition and Consumer Commission)., TPA(Trade Practices Act 1974) 1995. (State),. ACCC The Telecommunications Group of the ACCC.. ACCC,.,, ACCC,,.,,,. 2. (C628: 2007) 37). (TCP code) (Communications Allaiance LTD) ACMA 37) Communications Alliance(2007) #7
106 (Telecommunications Consumer Protections Code; TCP Code). 07 ( 46 ). AMCA. (C628: 2007) 08 4 ACMA,. 46 ACIF C521: 2004 Customer Information on Price, Terms and Conditions ACIF C541: 2006 Credit Management ACIF C542: 2003 Billing ACIF C546: 2007 Customer Transfer ACIF C547: 2004 Complaint Handling ACIF C620: 2005 Customer Contracts : ACMA(http://www.acma.gov.au/WEB/STANDARD/pc=PC_2132). TCP code TCP,,,,,,.,,,,.,.,,. (informed purchasing decision).
4 107.,..,.,.,.,,.,.,,,. (customer transfer),,..,,,,.,,.
108 TIO,.,.. 3..,,,,..,,,,,., 3.. 47,, 1.,,
4 109, 2. 3., 4., 10
110, 5. 10 2, (), 6., sample 7. :,, :, 1.,,.,..
4 111,,..,. 48 1. :,, : (),,,,, 2.
112 3. 4., ( ) 5. 6. (Exceptions) ( ),,
4 113,,,,.,,.., 60 TIO.,. / (5).,. 49 1. 2.,
114,, 3. 60, 16 TIO, 7 4. : 2, : 3 5.,, 5 6. 5 : Complaint ( ), 7.,
4 115,, 30 8. (external avenues of recourse). ACMA (Telecommunication Consumer Protection Code; TCP). TCP 08 4 ACMA. Ofcom (Galaxia 2008)... Ofcom. ///. ///..
116 3 BBB CTIA 1. BBB (BBB Accreditation Standards) 38). BBB BBB,,, 8. BBB 8 (Build Trust), (Advertise honestly), (Tell the Truth), (Be Transparent), (Ho nor Promises), (Be Responsive), (Safeguard Privacy), (Embody Integrity)., BBB., (Build Trust). A. 12 BBB 39) B. () 40) C. BBB D. BBB B E. BBB (Advertise Honestly) BBB (BBB Code of Advertising). 38) http://www.bbb.org/us/bbb-accreditation-standards/ 39) (BBB ) 40) BBB () BBB
4 117 A., /, B. BBB (BBB Code of Advertising) 41) :,, BBB C. BBB (BBB industry code of advertising) D., BBB E. BBB BBB F.,,,,,,, (),, (Tell the Truth). A. B.,,, (Be Transparent),,,,,. A. ( ) BBB BBB :,,,, ; ; (licensing and/or professional accreditation); B. :,,, (:, 41) BBB (BBB Code of Advertising),,.,,, 18. http://www.bbb. org/us/code-of-advertising/
118 ), (),,,,, (commitment) C. :,, ( ),, 42 BBB : BBB(http:\\www.bbb.org), (Honor Promises). A. B., (Be Responsive),.
4 119 A. BBB : BBB BBB BBB, (),, (complainant) B. BBB (mediation), :, BBB (arbitration) C. BBB D. BBB, (Safeguard Privacy). A. :,,,, B. (Secure Sensitive Data): (,,,, ),, C. :,,, (Embody Integrity). BBB BBB.. BBB (BBB RATINGS SYSTEM) 42) BBB BBB (Build Trust), 42) http://www.bbb.org/business-reviews/ratings/overview.html
120. BBB 17. 410., 0. 410 Element 1. 0 to -41 2. 8 to -10 3. 0 to -41 4. 20 to 2 5. 20 to -21 6. 10 to 1 7. 15 to 0 8. 8 to -12 9. 0 to -5 10. 0 to -5 11. 0 to -30 12. 0 to -41 13. 5 to 0 14. 0 to -5 15. / 0 to -41 16. 4 to 0 17. 0 to -10 90 : BBB(http:\\www.bbb.org),, /,.
4 121, (TYPE OF BUSINESS(TOB) ELEMENT) (TOBs) 5. 1, 2. 3(monitored) BBB experience TOB, 4() TOB. 5(, ) BBB, 1 2. /(). BBB /(),,,. 43), /,., 3 BBB (),,,.,,,. BBB.,, 3 BBB., 3 BBB 43) /(). (physicians), (he alth care workers), (veterinarians), (attorneys), (electricians), (plumbers), (contractors), (real estate agents)
122. (Major, Moderator, Minor).,.,,.,,,,, (conduct),. 411 PERCENTAGE FROM PERCENTAGE TO RATING SYSTEM GRADE 97.00 100.00 A+ 94.00 96.99 A 90.00 93.99 A 87.00 89.99 B+ 84.00 86.99 B 80.00 83.99 B 77.00 79.99 C+ 74.00 76.99 C 70.00 73.99 C 67.00 69.99 D+ 64.00 66.99 D 60.00 63.99 D 0.00 59.99 F : BBB(http:\\www.bbb.org)
4 123 BBB, 90., 90 90 = 100%. 90 88 = 97.77%. 90 80= 88.88%. (+), () A F. A+, F. 411. 2. CTIA 44) CTIA(Cellular Telecommunication Industry Association) CTIA,,. CTIA. AT&T Mobility, Verizon Wireless 31. 45) CTIA 10.,. 12.,,,,.,.,., 14 44) http://www.ctia.org/consumer_info/service/index.cfm/aid/10352 45) CTIA (http://www.ctia.org/consumer_info/service/index.cfm/aid/10623)
124. 14.,.,.,, 14.,..,,,,.,. 30.,,. 3., BBB CTIA. BBB Code of Business Practice,, (BBB code of advertising),,,,. BBB rating system,, /,,,,. CTIA,,, /
4 125. Verizon, AT & T,. CCMS.
126 5 () CCMS, OCPP,,. (,, ),., (), 4,,.,,. (CCMS, OCPP),,.,. 1 1., /,, 4.,,
5 () 127,,,., 74... 51 / 1-1. 1-2. 2-1. 2-2. 3-1. 3-2. 3-3., 3-4., 4-1. 4-2. /.. 46),.,,, ( ) 47) 46) TFT(2006), p.1.
128.. (, ). 2.. 12,...,. 48) 52. (1), 47) (2009), pp.518. 48) Narver & Slater(1990), pp.2633., Jaworski & Kohli(1993), pp.6065., 2(2008), pp.312316.
5 () 129 (2) (3) /.. 49). /. 52 1? 2 3? (),,,?.,... 49) 3 CCMS 4 Ofcom, ACMA
130,. Blum et. al.(1974) 2, (cosmetic mode) (genuine operational change agent mode).,.,.. 50).,,,,. 51), (1998),,,,,. 52) OCPP 53) 50) Blum, Stewart & Wheatley(1974), pp.1718. 51) CCMS.,,,,,,,,,,, (CCMS (2005), p.29)
5 () 131,. 9. (1), (2), (3)., (4), (5), (6), (7), (8), (9). 54) ( ) (outsourcing) ((4)(9)). (outsourcing) (, ). 53 1 2,?? 52) (1998), p.39 53) ()(2006), p.9 54) (1)(3) CCMS (5-2-14) (()(2009b) p10), Ofcom ACMA (4 ).
132 3? 4? 5? 6 7 8 9? (KPI) / /??? (,,,, OS, ). / / 23,,...,. 55) 2,,,., 55) Ofcom(2006), pp.3853., Ofcom(2008b), pp.3436.
5 () 133. 16, / /,,,., (1), (2) (3). (4) (, /,,,, /, ),, ((5)(11)). (12),, (13), (14) (15) 56) (16).,.. 56) CCMS 5-6-6 (() (2009b). p.11),,,.
134 54 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16,,? (,, ), (1) (2) (3) (4)? (1) /(2) (3) (4)? (1) (2)? (), /,,,, / (,,, ),, ( ), (1) (2)?, (1) (2)?( 5 ), (1) (2)?( 5 ),, (//) (1) (2)? () (1) (2)?,,, (1) (2)?,, (1) (2)? 4, (1) (2)? (1) (2)??(,,, ),, (1) (2)?, (1) (2)?
5 () 135 /,.. / (, ). 57) 55 7. 58) (1),, (2), (3) (4) (5). (6) (7).. ( ). 57) (2005), pp.2327. 58) (5) CCMS 5-5-5(()(2009b) p.11), Ofcom ACMA.
136 55 / 1 2 3 4 5 6 7 ( ) (, )? (), (1) (2)? ( ),, /, /, /, / ( )? 3 3 SMS, E-mail,, (1) (2)? ( )?(OS, ) ( ) (1) (2)?, (KPI) /?. 28, /,,,,. / ( ).,. 59). 59) (2001), pp.119122.. Tax et. al.(1998), pp.6673.
5 () 137 / 7. 60) / (1) /, (2), (3) /, (4)., (5), (6), (7)., 2. 56 / 1 /? 2? 3 4 5 6? ( )? (/ ) (1) (2)? (, /, ) (1) (2)? 7 *? : *,,,, 2 60) (2), (3), (4) (6) CCMS 4-2. 4-3. (() (2009b) pp.89) (3) Ofcom ACMA.
138.,. 61). - 6,,,. (1), (2), (3), (4), (5) /, (6). 57 1 2 3 4 5 6 (1) (FAQ) (2) (3) (4)? (, ) (1) (), (2), (3), (4)?, (,, ) (1) (2)? (1) /(2)? /, (1) (2)? /,, (1) (2)? 61) TFT(2006), pp.1415.
5 () 139,,. 62) 58, 1 2 3 // (1) (2)?,, /? (1), (2), (3)? 4? 5? 6 *(1)/(2)? : * : 5 //, 6. 63) (1), (2), (3) //, (4), (5), (6). 62) TFT(2006), p.15. (2005), pp.36, 4142. 63) (4), CCMS 4. (() (2009b) pp.89 ), (1) (5),.
140, (, 5).,.. 64),,.,.. 65) //,, 9. 66) (1) (2), (3), (4)., (5), (6), (7), (8) (9). 64) TFT(2006), pp.67., (2005), pp.3637. 65) (2005), pp.3742. 66) (5), (6), (7), (9) CCMS (4-5-1&3, 5-1-1&3).
5 () 141 59 1 2 3 4 (1) / (2)?,? (1) (2)?(, ), (1)/(2)? 5? 6? 7 8 /?,? 9 /?. 11, /..,,. (1) (2). 67) 67) (2) CCMS 7-3-2 (()
142 510 1? 2,,? /.,,,. 68) (, ),.. 9 /. 69) (1), (2) /, (4) /, (5). (6), (7) (8),, (2009b) p.13 ) 68) (2002), p.190., 5(2002), pp.135136., (2004), pp.921926. 69) (3), (4), (9) CCMS 5-5-3&4, 3-1-1(() (2009b)) Ofcom ACMA /.
5 () 143.. 511 / 1 ( )? 2 3 4 5 6 7 8 ( ) /? ( ),? ( )? ( )??(O/S, ),?,,? 9? 2,, 3... IWF(Internet Watch Foundation), Ofcom
144 IMCB(Independent Mobile Classification Body), (ICP). 70). 71). 3 72),,.... 73) (AVMS(Audiovisual Media Services) Directive) (2007. 12) (DCMS(Department of Culture, Media and Sport)) 74) VOD. 75).,. 70) (2007), p.129 71). Ofcom(2008c). pp.910 72) CCMS, BBB, CTIA 73) Ofcom(2008a). p.5 74) ASA(Advertising Standards Authority), ATVOD(Association for Television on-demand), IMCB 75) CCoP, CoP
5 () 145,,.,. (SMP),,. 76),,,,. 512 (No regulation) (Self regulation) (Co-regulation) (Statutory regulation) 3 CCMS() BBB, CTIA CCoP(Ofcom) CoP(ACMA) 76) Ofcom(2008c). p.11
146 1. :,,,,,,,. 77),. KT, SKT. 78)..,,,. KT, SKT, LGT, 79),. 77) Ofcom (Transparency), (Significant participation by industry), (Adequate and proportionate resource commitments), (Enforcement measures), (Clarity of processes and structures), (Involvement of independent members) Ofcom(2008c). pp.2224. 78) SKT. 79),.
5 () 147,.. 3. 513, 3.,..,,.. 80) 80).
148 2. (),,,, / ( 514)., 3... (31.1%) (37.9%),. CS., 표 대안별효율적평가제도도입방향 (self-regulation) (co-regulation) (Regulation) 3 3 / / + + : : / /
5 () 149, (: 30%). 81). 82),,.,.,.,,.,,...,.,. : 2 81) 3 4 OCPP Otelo, CISAS, BBB 82) 3 CCMS
150.. 514 () / (1) 3 (2) (1) 74, (,8590) / (2) CS / () (70%)/ CS(30%) () CS () (1) : (2) : (1), / (2) (1) 1 12 (2) 2/, ( )
6 151 6.,.,..,,,. ().,, /.,. Ofcom ACMA.,
152.,,., /,, 4,..,, 3,,,,. 3., CS /.,. ().,.,.
153 (2001).,:, 14(1), pp.115126. (2008), K,, 42(3), pp.281299. (2007), (), 07-72, (2008), CCMS, (2001),, 39(5), pp.114. (2002),,,,, 13(1), pp.173193. (1998).,,,, 9(3), pp.2141. (2008) ADR :,, 20 17, pp.122. (2002).,, 40(3), 115136. (2008).,, 26(2), pp.301321. (2005), : NCSI KCSI
154,20(3), pp.137160. (2009),,,,. (2008) :,,, KISDI 08-10, pp.145 (2007), (), 07-71,. (2004),,, 13(6), pp.917926. (2008), (CCMS) (2008. 12. 11) (2006), (2006. 8. 8) (2007), 06 (2007. 3. 23) (2009),, (2008. 12. 31) TFT(2006), (), TFT( ) (http: //www.kcc.go.kr/user.do?page=p02060202&dc=k02060200) (http://www.kcc.go.kr) ()(2007), CCMS ()(2008), CCMS : CCMS
155 ()(2009a), ()(2009b), CCMS ()(2009c), CCMS ()(2009d), ()(2009e), CCMS (2005) Blum, M., Stewart, J. & Wheatley, E.(1974). Consumer Affairs: Viability of the Corporate Response, Journal of Marketing, 38(April), pp.1319. CISAS(2009). KPI report for the first quarter 2009 Communication Alliance(2007). Industry Code: Telecommunications Consumer Protections Code C628: 2007 Galaxia(2008). Consumer Protection in Communication Industry: Moving to Best Practice Grigoroudis, E. and Siskos, Y.(2004). A Survey of customer satisfaction barometers: Some results from the transportation-communications sector, European Journal of Operational Research, 152, 334353.
156 Jaworski, B. & Kohli, A.(1993). Market Orientation: Antecedents and Consequences, Journal of Marketing, 57(July), pp.5370. Narver, J. & Slater, S.(1990). The Effect of a Market Orientation on Business Profitability, Journal of Marketing, 54(December), pp.2035. Ofcom(2005). Customer Codes of Practice for handling complaints and resolving disputes: Guidelines for public electronic communication service providers seeking Ofcom approval, 24 May 2005. Ofcom(2006). Ofcom s Consumer Policy, Statement, 8 December 2006. Ofcom(2008a). Initial assessment of when to adopt self-or co-regulation, Consultation, 27 March 2008. Ofcom(2008b). The Consumer Experience 2008: Telecoms, Internet and Digital Broadcasting, Policy Evaluation, 24 November 2008. Ofcom(2008c). Identifying appropriate regulatory solutions: principles for analysing self-and co-regulation, Statement, 10 December 2008. (2008d). Review of Alternative Disputes Resolution and Complaint Handling Procedures, Consultation, 10 July 2008. (2009). Protecting consumers from mis-selling of mobile telecommunications services Otelo(2009). Otelo Annual Report 2009 Tax, S., Brown, S. & Chandrashekaran, M.(1998). Customer Evaluation of Service Complaint Experiences: Implications for Relationship Marketing, Journal of Marketing, 62(April), pp.6075. ACSI: http://theacsio.nexcess.net/index.php CTIA: http://www.ctia.org/
157 1 1.. /. 3, 29,, 33, 33 2, 36 3, 36 4, 38 3, 38 4, 38 6. 1 3 29
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183 5. (2007. 5. 10).,.,.,.,.. 6. (2007. 7. 4)...,.
184...., SMS. 7. (2007. 10. 17).,, SMS,.,.,, SMS,.,,.,,,,, SMS
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188 12...,.,,,,,,, TM.,.,, 12... 13. (2008. 12. 8),, KT, SK, LG, SK, LG 5
189.,,. 3. ().,...,,.,.
190. 14. (2009. 5. 1),..,.. /..,. 15. (2009. 5. 20),,.,. 2008 3 SKT 7.4%, KT(, KTF) 8.3%, LGT 5.6%.
191. 13 SMS SKT () () KT(, KTF) () (2009 5 20) LGT (ez ) 1,000 1,000 11 (), 2, LGT, SKTKTF 12 () 11 ; 5 1 5 4, 1 SMS 2 4 4 5 :,,, A/S, : (2009 5 20) 5 16. (2009. 6. 29) 2009 4.,.
192,,..,., SMS.,, (),,,. 17. (2009. 10. 6) (, ).. 3.,., SMS,.,,..,.
193 2., 2,,..,, (: ).,,, (, )..,,.,, 12..,,,..,.
194 4 / 1 / 1. NCSI() 84). NCSI(National Customer Satisfaction Index: ),.,,,,,,,,,,,. NCSI. NCSI (University of Michigan) (National Quality Research Center).. Code (1Digit) 12 (), (2Digit) 32, GDP 84) NCSI (http://www.ncsi.or.kr/)
195. GDP (,,, )., GDP. 14,,,,,,,, //,,, PC,, /,,,,,,,,,,,, ( ) /, () : NCSI (http://www.ncsi.or.kr/ncsi/research/target.asp)...,..,.
196., 2. 278. 5 278 5 1,390.,. 278 5,,,,. 30. 15 NCSI (Construct) (Latent Variable) (Measurement Variable) Need Need Need / : NCSI (http://www.ncsi.or.kr/ncsi/ncsi_method.asp)
197 /.. 20. (Screen Question). 18. (Product Line).,. 2 NCSI : NCSI (http: //www.ncsi.or.kr/ncsi/ncsi_method.asp) NCSI (),, NCSI().
198. NCSI() (/). 2. KCSI( ) 85). KCSI(Korean Customer Satisfaction Index: ). (KMAC) 1992, PCSI. 1.. 1992 12 2009 103.,,,., /,,. 2009,, 6 18 65, 11,804.,,. KCSI KCSI 40%, 40%, () 20%., () () 85) KMAC (http: //certify.kmac.co.kr/certify/certify_01b_1.asp)
199 () ().. : Ci: I TOP2, Wi: 3 KCSI : KMAC (http: //certify.kmac.co.kr/certify/certify_01b_2.asp) 3. KSQI( ) 86). KSQI (, ). (KMAC) 2004 KSQI 86) KMAC (http://certify.kmac.co.kr/certify/certify_01h_1.asp)
200 1. SERVQUAL. SERVQUAL 5. :,,, :,, :,,,, :,,, :,,,,,., (defect). 4 KSQI : KMAC (http://certify.kmac.co.kr/certify/certify_01h_2.asp),.,,,
201, (). CTQ 87) (Critical To Quality) (,, ) (Defect). 2010 KSQI. 100 31.,,,, /,,., ( ). 4. 88).,.,..,,..,,. ( 87) 88), (2008)
202 ),,,. 5 방송통신위원회 o 품질평가주관 o 품질평가정책 / 제도개선 품질평가협의회 o 평가자문및정책건의 품질평가기관 o 품질평가수행방법및기준마련 o 주요지표에대한품질평가수행 o 사업자자율품질평가에대한기술적검증 o 품질평가계획수립및기준마련참여사업자 o 자율적품질평가수행및결과보고 :, (2008).,,, 4. 2008 08 5 10,., 84.,, 10 12 (7 ). 2,016, 360.,,,
203. 16 (download) (upload) (bps) (bps) (ms) (%) UCC, P2P / / IPTV : (2008),,.,,. PC,,.. 50Mbps, 50Mbps.
204. PC.,. 360..,.,. --,.,,, 7. 2,100. 17 AS :, (2008)
205 2 / 1. ASCI(American Customer Satisfaction Index) 89) ACSI() SCSB 90) NQRC. NQRC, 1994. 2009 10 ACSI 10, 44, 200,. 18 ACSI 1/4 5 Accommodation & Food Services, Health Care & Social Assistance, Utilities, Information, Transportation & Warehousing, 2/4 8 Manufacturing/Durable Goods, E-Business 3/4 11 Manufacturing/Nondurable Goods 4/4 2 Retail Trade, Finance & Insurance, E-Commerce 89) ACSI(http://theacsio.nexcess.net/) Grigoroudis & Siskos(2004), pp.342343. 90) SCSB() (University of Michigan) NQRC(National Quality Research Center: ). 115, 23,000. 70%. 10, (perceived quality), (satisfaction), (respondent s expectations), (retention behavior). Fornell,.
206 ACSI,. Information. CATI(Computer-Assisted Telephone Interviewing).,.. ACSI,, (structural equation model). (Customer Expectation), (perceived quality), (perceived value), (customer complaints), (customer loyalty). 6 ACSI : ACSI (http://theacsio.nexcess.net/) ACSI ACSI..,, :,, :,, :,
207 ACSI GDP.., ACSI GDP.. 2. ECSI(European Customer Satisfaction Index) ECSI EOQ(European Organisation for Quality: ) EFQM(European Foundation for Quality: ), 8 CSI. ECSI EC(European Commission: ) ESOMAR(European Society for Opinion and Maketing Research: ), IPC(International Post Corporation: ). 91) ECSI. (image), (expectation), (perceived quality), (perceived value), (customer satisfaction), (loyalty). 91) Grigoroudis & Siskos(2004), pp.343346.
208 7 ECSI : Grigoroudis & Siskos(2004),..,, A/S,,.,. 92) ECSI,. ECSI,,,. 92) Grigoroudis & Siskos(2004), pp.343346.
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