모바일뱅킹의 고객만족에 영향을 미치는 요인 연구

• 영문명: A Study on the Factors Influencing Customer Satisfaction of Mobile Banking
• 발행기관: 한국산업경영시스템학회
• 저자명: 염창선(Chang-Sun Yum)
• 간행물 정보: 『산업경영시스템학회지』제31권 제2호, 122~131쪽, 전체 10쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

  The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.

목차

1. 서론
2. 이론적 배경
3. 연구모형 및 연구방법
4. 실증분석
5. 결론
참고문헌

키워드

Mobile Banking Customer Satisfaction Reuse Intention