산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제31권2호
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  • Pages.122-131
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  • 2008
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
권호 표지

모바일뱅킹의 고객만족에 영향을 미치는 요인 연구

A Study on the Factors Influencing Customer Satisfaction of Mobile Banking

  • Yum, Chang-Sun (Division of Business Administration, Pukyong National University)
  • 발행 : 2008.06.30
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초록

The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.

키워드

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