서비스품질 지각이 고객만족과 고객충성도에 미치는 영향에 관한 연구

• 영문명: A Study on Service Quality Perception Affecting on Customer Satisfaction and Customer Loyalty
• 발행기관: 한국비교정부학회
• 저자명: 김동진(Dong-Jin Kim) 이상엽(Sang-Yup Lee)
• 간행물 정보: 『한국비교정부학보』제13권 제1호, 63~88쪽, 전체 26쪽
• 주제분류: 사회과학 > 행정학
• 파일형태: PDF
• 발행일자: 2009.07.30

영문 초록

This study aims at presenting ways to enable financial organization using internet banking service to find the chance to establish proper strategy by measuring service quality of internet banking with 10 factors such as economic usefulness, information usefulness, reliability, customized service, ease of use, interesting, stability of system, service value, convenience, and perceived risk and finding relative importance affecting customer satisfaction and customer loyalty. For this study, existing references regarding service quality, customer satisfaction, and customer loyalty were reviewed, and research model was then created. Customers(228 samples over 20 years adults) using Nonghyup inernet banking in Jeonbuk and Chungnam area were selected. It was appeared that reliability, interesting, stability of system, service value, and perceived risk factors deciding among the factors deciding service quality affected to customer satisfaction. And customer satisfaction affected customer loyalty. The study provides following suggestions. Although the factors deciding service quality show difference in statistic significance, it generally provides customers with positive effect. Also, it was found that customer satisfaction acted as the significant mediating variable to reinforce the relationship between service quality and customer loyalty in internet banking.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구모형 및 가설의 설정

Ⅵ. 조사분석 결과

Ⅴ. 결 론

참고문헌

키워드

인터넷뱅킹 농협 서비스 품질 고객만족 고객 충성도 internet banking Nonghyup service quality customer satisfaction customer loyalty