금융업에서의 서비스품질에 관한 연구

• 영문명: A Study on Service Quality in Financial Industry
• 발행기관: 한국산업경영시스템학회
• 저자명: 정영배(Young-Bae Chung) 김연수(Yon-Soo Kim)
• 간행물 정보: 『산업경영시스템학회지』제32권 제4호, 235~240쪽, 전체 6쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.12.30

영문 초록

This study examines the competitive strategy of service quality in financial industry Service quality has been suggested as the approach for service organizations to be service and customer oriented Recently, the issue of internal service quality has been one of topics widely discussed in financial industry The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue Internal service quality index is used to measure service quality in service industry In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used This paper proposes internal service quality index in financial industry In this paper, we show the application method of internal service quality index

키워드

Service Quality Internal Service Quality Service Quality Index Financial Industry