모바일 뱅킹 서비스 품질이 고객 만족도 및 충성도에 미치는 영향
분야
사회과학 > 경영학
저자
심윤정 ( Shim Yun Jung ) , 서철승 ( Seo Cheol Seung ) , 이동명 ( Lee Dong Myung )
발행기관
한국경영공학회
간행물정보
한국경영공학회지 2017년, 제22권 제3호, 63~81쪽(총19쪽)
파일형식
2y100380.pdf [무료 PDF 뷰어 다운로드]
  • ※ 본 자료는 참고용 논문으로 수정 및 텍스트 복사가 되지 않습니다.
  • 구매가격
    5,400원
    적립금
    162원 (구매자료 3% 적립)
    이메일 발송  스크랩 하기
    자료 다운로드  네이버 로그인
    영문초록
    Nowadays a lot of companies have an insight that mobile service becomes major channel to communicate with their customers, due to widely spread mobile devices. Especially, mobile service in financial industry becomes aim of communication channel, caused by changed patterns of customer`s financial service accessibility. So this study tried to investigate factors which have effects to customer`s satisfaction and loyalty, through quality estimation for mobile banking service which is the most frequently used service to customers. Refer to preceding researches, we built factors for quality estimation and designed our study model. We used SPSS 23 and AMOS 23 to make examinations of reliability and propriety of our study model and assumptions, with total 233 answered samples to our question. Analyzed results showed that connectivity, convenience and design had effect to customer`s satisfaction, which had strong effects to their loyalty. But Empathy, fulfillment, enjoyment, responsiveness, personalization and security did not effect to customer`s satisfaction and their loyalty. Therefore, we suggested some guides for development of mobile banking service and direction for further study, based on results of this study.
    사업자등록번호 220-87-87785 대표.신현웅 주소.서울시 서초구 방배로10길 18, 402호 대표전화.070-8809-9397
    개인정보책임자.박정아 통신판매업신고번호 제2017-서울서초-1765호 이메일 help@reportshop.co.kr
    copyright (c) 2009 happynlife. steel All reserved.