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http://dx.doi.org/10.14400/JDC.2020.18.10.207

A Study on the Effects of Digital Platform Capabilities and Customer Orientation of Financial Institutions on Service Innovation Behavior  

Kim, Sang-Chul (Department of Business Consulting, Dae Jeon University)
Seo, Young-Wook (Department of Business Consulting, Dae Jeon University)
Publication Information
Journal of Digital Convergence / v.18, no.10, 2020 , pp. 207-217 More about this Journal
Abstract
The purpose of this study is to examine the structural relationship between the digital platform capabilities of financial institutions and the impact of customer orientation on service innovation behavior through exploitation/exploration. A survey was conducted on employees of financial institutions to verify the research model, and the final 280 copies of the questionnaire were analyzed using SPSS 25 and SmartPLS 2.0. As a major research result, First, digital platform competency has a positive effect on exploitation and exploration. Second, customer orientation has a positive effect on exploitation, but not on exploration. Third, both exploitation and exploration have a positive impact on service innovation behavior. Through this research, this study shed new light on the relationship between digital platform capability and customer orientation that affects service innovation behavior of financial institutions, and expanded the scope of research through empirical research. Future research will require research attempts on various variables and research samples.
Keywords
Digital platform capabilities; Customer orientation; Exploitation; Exploration; Service innovation behavior;
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Times Cited By KSCI : 6  (Citation Analysis)
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