Delphi를 활용한 융합 서비스 설계에 관한 연구

• 영문명: Convergence Service Design Using Delphi Technique :Financial Service Robot for Introduction to Bank Branches
• 발행기관: 한국IT서비스학회
• 저자명: 송영규(Young-gue Song) 이정우(Jungwoo Lee) 한창희(Chang Hee Han)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제19권 제3호, 1~15쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2020.06.30

영문 초록

This study applies the Delphi method to design services with convergence characteristics in the financial sector. In designing a service robot for practical deployment that can support and replace bank teller, the opinions and judgments of various expert groups were extracted and a consensus process was made through feedback. A total of six dimensions and thirty service elements were derived over three rounds. Coefficient of Variation and content validity were used to verify the suitability and reliability of the selected service elements. As a result, the essential service element of robots was interaction with customers, followed by basic and professional financial services. Based on these service factors, we proposed two types of service models. support mode to assist employees during business hours and alternative mode on behalf of employees outside business hours. It is hoped that this study will use the Delphi technique in the design of IT convergence services.

목차

1. 서 론

2. 이론적 배경

3. 연구 방법 및 절차

4. 데이터 분석

5. 결 론

참고문헌

키워드

Delphi IT Convergence Service Design Service Robot Co-Creation