ANP 모형을 이용한 금융기업의 옴니채널 고객 시스템의 중요 구축 요소 분석

• 영문명: A Study for Analysing Key Factors for Establishing the Omni-Channel Customer System in a Financial Enterprise Using ANP
• 발행기관: 한국산업경영시스템학회
• 저자명: 황현천(Hyun-Cheon Hwang) 김우제(Woo-Je Kim)
• 간행물 정보: 『산업경영시스템학회지』제43권 제1호, 50~60쪽, 전체 11쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2020.03.31

영문 초록

The omni-channel customer system is the communication system between enterprise and customer via multiple channels such as mail, email, SMS, and mobile. The omni-channel customer system complements each other channel through the integration of each channel. The purpose of this research is to derive key factors and calculate the weights that a financial enterprise considers when adopting the omni-channel customer system. For this research, we analyzed the request for proposal documents used for the omni-channel customer system implementation projects in the financial enterprise. Also, we derived, classified, and stratified the key factors to be considered for the introduction of the omni-channel customer system in the financial enterprise. As a result of analyzing the key factors, customer experience, operations, and security were identified as the components of the top category in introducing the omni-channel customer system in the financial sector. Furthermore, the weight for each key factor was calculated by using ANP. As a result of ANP, operations, customer experience, and security were important in order. Also, the degree of easiness for connecting with other systems and the various abilities for representing the contents of the omni-channels were derived as the important key factors.

목차

1. 서 론

2. 이론적 배경

3. 금융권 옴니채널 선정 기준

4. 옴니채널 고객 시스템의 중요 구축 우선순위 결정

5. 결 론

References

키워드

Omni-Channel Customer Experience Financial Enterprise ANP