earticle

영어

With the development of trade relationship, the trade dispute among international companies was rapidly increased. For resolution of international trade dispute, alternative dispute resolutions(ADR) such as reconciliation, adjustment and arbitration are widely used. Among them, arbitration is the most popular method to settle the trade dispute because it is the best resolution for international commercial disputes with compulsory binding. So this study was conducted with the goal of understanding influence of quality of arbitration on user satisfaction and loyalty as well as providing indications for developing and improving related services to the arbitration service provider. The results of the hypothesis test are as the followings. First, service reliability was not to have significant impact on satisfaction and loyalty. Second, it was found that service responsiveness has significant positive impact on satisfaction and loyalty. Third, service assurance only has significant positive impact on satisfaction. And finally, arbitration satisfaction has significant positive impact on loyalty.