Proceedings of the CALSEC Conference (한국전자거래학회:학술대회논문집)

Society for e-Business Studies (한국전자거래학회)
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A Study of Customer Satisfaction on Mobile Banking Service

  • Ahn, Joong-Ho (College of Business Administration, Seoul National University) ;
  • Yang, Ji-Youn (College of Business Administration, Seoul National University) ;
  • Ahn, Jung-Hee (College of Business Administration, Seoul National University)
  • Published : 2005.03.23
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Abstract

Our goal is aimed at positive-analyzing how quality level of mobile banking service is composed of by 22 questions from SERVQUAL of existing PZB. As a result of positive-analysis, 4 different factors-reliability, empathy, tangibilities, assurance- were deduced, different with 5 levels. Responsiveness is absorbed other dimensions. Also, we tried to find out the appropriate method between SERVQUAL method, showing the difference between the consumers' expectations and the assessment of the actual performance, and model of SERVPERF, measuring performance recognized points while dealing with the concept of SERVQUAL to scale the service qualities of mobile banking.

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