• 품질경영학회지
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• 제45권3호
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• pp.583-594
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• 2017

Purpose: The purpose of this study is how personal information protection risks affect the intention to use domestic smart banking services. VAM(Value based Adoption Model) model is validated as a theoretical background, selecting ease of use, usefulness and perceived security as a benefit factor, and considers perceived cost, technical complexity, and risk of personal information leakage as a sacrifice factor. Methods: The method of this study used questionnaire survey to collect 365 data on suer's perception on smart banking services, and also performed a structural equation modeling method using by AMOS 23. Results: The result of this paper shows that all hypothesis are accepted statistically significant except 1 hypothesis. Conclusion: This research is concluded that perceived value is affected on statistically positive impact on ease of use, usefulness and perceived security, and negative impact on perceived cost and risk of personal information violation, not statistically technical complexity.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.971-977
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• 2021

The purpose of this research paper is: (1) to describe the service quality index; (2) describe the data quality index; and (3) describe the anti-corruption index of BPS Trenggalek, Indonesia. The approach chosen is quantitative with the type of survey research. The primary data collection technique was mainly based on a questionnaire distributed to 40 respondents, namely BPS service users in 5 (five) categories: the private sector, the banking industry, academics, offices, or agencies in Trenggalek Regency and universities. The results showed that the quality of BPS services was good and the data quality index where the respondents were satisfied with the data presented by BPS. Meanwhile, testing the anti-corruption index shows that BPS Trenggalek is very anti-corruption in providing services to consumers. The findings of this study suggested that to improve service quality, it is necessary to pay attention to several aspects, including published service requirements, easy requirements to be fulfilled, published procedure information, clear service process flow, published service times, and costs/tariffs are communicated. This study suggests updating data, data relevance, data accessibility, and data completeness to improve data quality. Furthermore, to maintain the very anti-corruption predicate, this study suggests maintaining service by upholding the prevailing ethics and norms.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2006년도 춘계 종합학술대회 논문집
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• pp.462-465
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• 2006

근년에 들어 신용거래 문화가 확산되는 한편 고객에 대한 한 차원 높은 서비스를 제공하며 업무의 효율성 재고라는 의미에서 은행 업무의 자동화는 더욱 빠르게 진행되고 있다. 예컨대 고객에 대한 현금 지불 처리의 자동화는 현재 계속 진행되어 업체간 경쟁이 심해지고 있는 것이 현실이다. 최근 들어 본격 은행자동화기기(BANKING AUTOMATION SYSTEM)화를 추구하는 각 은행들은 보다 더 원활한 전산업무화와 질적으로 높은 고객서비스를 위해 현금자동인출기(CASH DISPENSER) 보급을 확대하고 있다. 따라서 현금자동인출기를 제작하는 MAKER들도 선두주자로서의 M/S 확보를 위해 다각도로 현금자동인출기 개발에 박차를 가하고 있다. 현금인출 자동화 기기인 CASH DISPENSER는 이제 일반화되어 기능의 다양화와 DESIGN이 COMPACT화해 가는 추세이다. 이러한 현 상황 하에서 실제로 현금자동인출기(CASH DISPENSER)를 개발을 하였던 과정을 근거로 하여 보다 더 신뢰성 있고 편리하게 사용할 수 있는 현금자동인출기(CASH DISPENSER)제안을 사례 형식으로 살펴 보고 앞으로의 DESIGN 개발 방향을 제시해 보았다.

• 한국산학기술학회논문지
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• 제18권9호
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• pp.251-257
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• 2017

금융서비스의 한 부분으로 꼽히는 자산관리(Private banking)는 고액자산가(HNWI)를 대상으로 하는 투자자문업이다. 국내 자산관리서비스는 성장을 앞두고 있으나 평가체계 등 구조적 한계 등이 극복할 과제로 남아있다. 아 태지역을 필두로 전 세계적으로 해당시장의 규모가 확대되고 있는 자산관리서비스는 저성장 저금리 환경이 고착화됨에 따라 국내에서도 수요가 급증하고 있다. 다만 고령화에 따른 대고객 관계의 장기화와 각종 규제 등은 보수체계를 압박하는 요인으로 꼽히는 가운데 국내 기업들의 경쟁력 강화가 필요한 시점이다. 본 논문은 service quality model과 관련한 선행연구에서 DEMATEL 모형을 고찰하고 전문가 인터뷰를 통해 Business model elements를 도출했다. 모듈식 자문서비스, 고객에 대한 정교하고 세련된 서비스, 부유층이 만족하는 투자전문성 및 투명성 제고 등을 도출했다. 상대적으로 높은 수익률을 제공하는 해외자산과 낮은 상관관계를 가진 대체투자자산에 대한 관심이 증대되는 여건 속에서 해당분야로의 본 연구는 시의적절한 부분을 연구의 기여로 볼 수 있으며 실증분석을 통한 검증은 연구의 한계로 후속과제에서 다룰 예정이다.

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.517-526
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• 2020

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

• 디자인학연구
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• 제12권2호
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• pp.5-16
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• 1999

근년에 들어. 신용거래 문화가 확산되는 한편 고객에 대한 한 차원 높은 서비스를 제공하며 업무의 효율성 재고라는 의미에서 은행 업무의 자동화는 더욱 빠르게 진행되고 있다. 예컨데 고객에 대한 현금 지불 처리의 자동화는 현재 계속 진행되어 업체간 경쟁이 심해지고 있는 것이 현실이다. 최근 들어 본격 BANKING AUTOMATION SYSTEM화를 추구하는 각 은행들은 보다 더 원활한 전산업무 화 질적으로 높은 고객 서비스를 위해 CASH DISPENSER 보급을 확대하고 있다. 따라서 CD를 제작하는 MAKER들도 선두주자로서의 M/S 확보를 위해 다각도로 CD 개발에 박차를 가하고 있다. 현금인출 자동화 기기인 CASH DISPENSER는 이제 일반화되어 기능의 다양화와 DESIGN이 COMPACT화해 가는 추세이다. 이러한 현 상황 하에서 실제로 CD 개발을 하였던 과정을 근거로 하여 보다 더 신뢰성 있고 편리하게 사용할 수 있는 CD DESIGN 제안을 사례 형식으로 살펴보았고 앞으로의 DESIGN 개발 방향을 제시해 보았다.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.423-431
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• 2021

This paper examines the impact of university social responsibility on brand image and student satisfaction. Social responsibility impact on consumer behavior has been studied extensively. But the same impact has not been rigorously tested to the same extend in the education sector. Firstly, we analyze the perception of university social responsibility (USR) and its components, including (1) the quality of teaching programs, facilities, and academic staff; (2) supporting learning activities; and (3) human resource policies. Secondly, we investigate the relationship between university social responsibility, brand image, and student satisfaction. The study examined these relationships through a proposed economic model based on answers from a survey of 298 students at the University of Food Industry Ho Chi Minh City. From the above survey data, the author proceeds to quantify variables and, based on Cronbach's Alpha reliability coefficient, EFA factor analysis, and linear regression, to measure the impact of each social responsibility factor on business of the university and student satisfaction. The results show that university social responsibility actually affects the university's brand image and student satisfaction. Our findings suggest that universities should develop an appropriate marketing strategy to reinforce brand image and student satisfaction through the university social responsibility model.

• The Journal of Asian Finance, Economics and Business
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• 제6권3호
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• pp.225-234
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• 2019

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.

• Asia pacific journal of information systems
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• 제33권4호
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• pp.1093-1117
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• 2023

The study aims to determine the impact of quality outcomes on behavior intentions in Financial Technology (FinTech) payment services. The study is focused on the development and testing of the impact of the SERVQUAL model on the TAM, i.e., Technology Acceptance Model for the measurement of the behavioral intention of users to use fintech payment services. The sample entails 578 specific survey responses from northern India from October to December 2022. The respondents were users of FinTech. The PLS-SEM technique was employed to explain the implementation process. Consequently, it discovered a significant relationship between the SERVQUAL models and the impact on behavioral intentions identified by TAM. The study will provide insight into the factors that impact the quality outcomes and adoption of Fintech payment services to the providers. The paper demystifies FinTech payment services in the range of perception of service quality outcomes and provides essential theories. The TAM model reflects the customer's sense of satisfaction, usefulness, and attitude. In contrast, the SERVQUAL model demonstrates the user's assessment of service quality outcomes such as quality, trust, security, and service quality positively affects behavioral intention in FinTech payment services.

• 품질경영학회지
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• 제39권1호
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• pp.57-70
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• 2011

The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.