Korean Post office have faced various challenges in door-to-door service and financial service. To attain competitive advantage of post office's service, effective consumer service should be provided. To improve consumer service, we should find the factors which can influence the user behavior.
The objectives of this study are to analyze the relationship of service quality, customer satisfaction, loyalty and switching barrier in door-to-door and financial service of post office. For achieving this purpose, a literature review and survey research method were used.
The sample was collected about 528 respondents through survey research. First of testing the hypotheses, the confirmatory and exploratory factor analysis and cronbach alpha test were used to the validity and reliability test. In testing hypotheses structural equation and moderated regression method were used.
The results are as follows. The reliability, empathy and responsiveness of service quality affect customer satisfaction in door-to-door service of post office. The tangibles, empathy and responsiveness of service quality affect customer satisfaction in financial service of post office. The satisfaction of customer has positive effect on the loyalty in both service. The switching barrier has no moderation effect in the relationship of satisfaction and loyalty.