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http://dx.doi.org/10.14400/JDC.2015.13.9.137

Convergence of IT and Online Security Trading : The Effects of MTS Service Quality on Customer Satisfaction & Customer Loyalty  

Kim, Seong-Geun (College of Industry-University College Collaboration, Business Administration Major, Silla University)
Seok, Kee-Joon (Dept. of Business Administration, TongMyong University)
Publication Information
Journal of Digital Convergence / v.13, no.9, 2015 , pp. 137-148 More about this Journal
Abstract
The objectives of this study identify the factors that affect the quality of MTS services, to determine the effects of these service quality factors on customer's satisfaction and customer's loyalty. The results are as follows: First, The Four factors, i.e., tangibles, reliability, responsiveness, and assurance, represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's satisfaction. Second, The Five factors, i.e., rapidness, tangibles, responsiveness, empathy, and assurance represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's loyalty. Third, There are some differences in assurance/period of utilization, empathy/period of utilization in using MTS services according to social statistics. This article provides the paradigm of new convergence on IT and finance.
Keywords
MTS; Service Quality; Customer Satisfaction; Customer Loyalty; Convergence of IT and Online Security Trading;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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