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http://dx.doi.org/10.11627/jkise.2019.42.3.131

MTS Service Environmental Quality's Effects on the Customer Satisfaction and Continuous Use Intention in the Agile Business Environment  

Chang, Hwan-Shick (Department of Business Administration, Graduate School of Hanyang University)
Noh, Hye-Young (Department of Business Administration, Graduate School of Hanyang University)
Kim, Dae-Cheol (School of Business, Hanyang University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.42, no.3, 2019 , pp. 131-141 More about this Journal
Abstract
Recently the business environment surrounding the financial investment industry is changing rapidly, and the demands of customers (diversity and the cycle of change etc.) are getting shorter. In this context, it can be said that companies are forced to adopt an agile management environment. In particular, non-face-to-face channels, including MTS, is adopting the agile system into the digital finance sector from a company-wide and strategic perspective. This study analyzed the effects of MTS services' environment quality on customer satisfaction and continuous intention to use for MTS users who are rapidly increasing under the agile management environment in the financial investment industry. This study surveyed the quality of service environment (accessibility, convenience, design, security), customer satisfaction, and continuous intention to use for 350 MTS users. First, accessibility, convenience, and security of MTS service environment quality had a positive effect on customer satisfaction, and design was rejected Second, customer satisfaction has a positive effect on continuous intention to use. Third, convenience and security of MTS service environment quality have positive effects on continuous intention to use, and accessibility and design were rejected. The results of this study, together with demographic analysis, are expected to provide useful implications for MTS activation studies and securities firms' strategies.
Keywords
Agile Management; Mobile Transaction System; Service Environmental Quality; Customer Satisfaction; Continuous Use Intension;
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Times Cited By KSCI : 4  (Citation Analysis)
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