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http://dx.doi.org/10.9723/jksiis.2017.22.3.095

The Effect of Bank's Service Quality on Customer Satisfaction, Relationship Intention and Cross-Buying Intention  

Joo, Young-Jae (동의대학교 경영학과)
Kwon, Hyeok Gi (동의대학교 경영학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.22, no.3, 2017 , pp. 95-107 More about this Journal
Abstract
This Study Categorized Service Quality of Banks into Interaction Quality, Physical Environment Quality, and Outcome Quality, and Proposed a Structural Model for Each Dimension of Service Quality on Customer Satisfaction, Persistence Intention and Cross-buying Intention, and Conducted an Empirical Analysis on the Customers who Use Banks. First, it was Confirmed that Three Dimensions of Service Quality Physical Environment Quality, Interaction Quality and Outcome Quality are One of the Sources that Form the Customer Satisfaction for Banks. Second, the Higher the Perceived Bank's Interactive Product Quality, Outcome Quality, and Physical Environment Quality Perceived by Customers Using Bank, it's Shown to have more Positive Effect on Customer Satisfaction, and the Effect Size was Shown in Order of Interaction Quality, Physical Environment Quality, and Outcome Quality. Third, Customer Satisfaction on Bank Services was Shown to have a Positive Effect on Relationship Intention and Cross-buying Intention. Finally, Based on the Results of this Analysis, the Implications of this Study and Future Research Directions were Presented.
Keywords
Service Quality; Interaction Quality; Outcome Quality; Physical Environment Quality; Customer Satisfaction; Relationship Intention; Cross-buying Intention;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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