• Journal of the Korean Data and Information Science Society
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• 제16권2호
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• pp.301-311
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• 2005

This study has conducted to measure the internet banking customer satisfaction using structured equation model. Data was collected by e-mail system. Among survey panel who had experience of using Hanwha-Bank internet banking service, final samples were 2,848 respondents. The results showed that usage convenience and economy factor was most correlated with customer satisfaction. And we found that word-of-mouth behavior was affected customer satisfaction.

• Journal of Contemporary Eastern Asia
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• 제10권1호
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• pp.55-71
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• 2011

China has been experiencing high economic growth along with massive change in its industrial structure. How will the industrial structure change affect the Chinese economy? Similar changes were observed by Japan, when the Japanese banking system fell into a structural failure in terms of the inability to respond to the paradigm shift from "catching up" to "frontier economy." This paper is undertaken to highlight the lessons that China can learn from Japan's prolonged financial slump. We point out that big cities in China have already shifted to frontier economy and major provinces are on the same trend. We argue that in spite of economic reform reshaping the Chinese banking system, the financing pattern of state owned commercial banks (SOCB) is not in line with the industrial change. The Chinese banking system should be overhauled or transformed to respond to the increasing uncertainty along with the paradigm shift. Otherwise, China may fall into the same dilemma that Japan had faced in its industrial structure change.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.413-420
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• 2021

The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.

• 아태비즈니스연구
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• 제12권4호
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• pp.153-161
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• 2021

Purpose - In this study, we tried to find out the determinants of the customer satisfaction in using mobile banking applications. Design/methodology/approach - We conducted an empirical study for hypotheses testing through the analysis using survey data of experienced users in Mongolia. In this study, reliability test, factor analysis, and regression were conducted using SPSS 26.0. Findings - We found that the customer's perception of information quality and system quality in using the mobile banking application is positively associated with the customer satisfaction. in addition, it was found that the convenience in using banking applications is also positively related with the customer satisfaction. Research implications or Originality - Based on the results of an analysis, it was confirmed that the quality of the banking applications is important in retaining customers. the number of viewers is found in most American films released in Korea.

• 유통과학연구
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• 제21권4호
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• pp.69-80
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• 2023

Purpose: In the landscape of global challenges, the adoption of new technologies and the implementation of intellectual capital are seen as the main vehicles to enhance banking operations. Inspired by this issue, our study is to discover the effect of technological investments and intellectual capital on one of the most important dimensions of banking operations, namely deposit intermediation. Research design, data and methodology: To tackle this concern, we utilize the data of 12 banks from 2011 to 2020 in Vietnam, and perform the multivariate regression analysis as well as provide different robustness tests. Results: Our empirical analysis demonstrates that a surge in technological expenditures would foster distribution of deposit intermediation of banks. Also, the blend of technology spending and intellectual capital plays a key role in boosting this function of banks. Conclusions: The study would bring one of new evidence for bank managers and national authorities in Vietnam, where has undergone the completely reform period in banking system. Accordingly, technological innovation and intellectual capital should be taken into consideration when managers and regulators build business strategies and related policies. The findings are also useful for nations bearing a close resemblance to Vietnamese financial system.

• The Journal of Asian Finance, Economics and Business
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• 제9권5호
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• pp.75-86
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• 2022

The service industry has been acknowledged as a critical part of mobile banking services in recent years. This study examines the impact of e-service quality and loyalty on the intention to use and use behavior of mobile banking services in Mongolia, a Central Asian country. As a result, based on past research, a conceptual model was suggested. This study comprises 209 completed questionnaires from young Mongolians who own a bank account and a smartphone. The data was collected based on convenience sampling, and it was analyzed with SmartPLS software using a partial least squares-structural equation modeling (PLS-SEM) technique. The findings indicate that system quality, interface design, and security assurance have a significant positive impact on service quality; service quality has a positive impact on loyalty. Moreover, the results reveal that service quality and loyalty have a significant influence on the intention to use mobile banking services. The findings of this study suggest that local or international banks and financial institutions in Mongolia should consider system quality, interface design, and security concerns as key successors to building perceived security quality to retain current mobile banking users and attract new customers.

• Journal of Contemporary Eastern Asia
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• 제22권1호
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• pp.1-25
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• 2023

The aim of this study is to answer the straightforward question of whether the implementation of IC has fueled non-interest incomes of banks or not. By utilizing the data of 26 domestic banks in Vietnam and employing the value-added intellectual coefficient model (VAIC) as the measure of IC efficiency, our empirical evidence manifests that IC plays a vital role in fostering non-interest incomes of banks. When dividing VAIC into different components, we find that structure capital employed (SCE) is the most important component to enhance the expansion of these incomes compared with other components including capital employed efficiency (CEE), human capital efficiency (HCE). These findings remain unchanged through some robustness tests performed. While the main driver of IC and SCE, CEE component becomes a substantial advantage to increase non-interest incomes in large banks. Meanwhile, the degree of impact of SCE is higher in small banks compared with large ones. Overall, this study would provide a deep insight into the role of IC in the transformation into non-interest income activities of banks in an emerging country, and therefore our findings would be useful for both scholars and policy-makers in Vietnam, where has undergone the period of major reforms in banking system.

• The Journal of Asian Finance, Economics and Business
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• 제5권1호
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• pp.17-27
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• 2018

In 21^st Century business world, services are carried out in multifaceted, competitive and rationality manner that are characterized by evolving many factors, which are often unpredictable. On-the-go banking is a product in financial sector. However, it faces serious pitfalls being it riskiness. Bank customers compete for time-saving options. On contrary, PCBs compete for marginalizing its operating costs for enhancing its revenues. On strategic tactics, PCBs targets city customers in multi-facets including offering incentives for enhanced usages of on-the-go banking. Influencing customer's intention, attitude and behavior in banking, PCBs also offers incentive under market system along with often informational asymmetry. However, it causes exploitation. In most cases customers don't read terms & conditions of services. They don't save contract-copy. These weaknesses cause abuses. Customer faces hidden charges, extra fees, account hacked. Addressing the issue, Voluntary Insurance Option is proposed where PCBs will introduce it as a product of bank-services. Transferring risk away from customer will benefit both PCBs and bank-customers. This product can attract new customers who were on the brink using digital banking but just felt it was too risky. This model can facilitate the parties involved for increasing usage of on-the-go banking-services while customers can maintain optimal utility of usages.

• 경영과정보연구
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• 제36권3호
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• pp.167-184
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• 2017

본 연구에서는 기존에 구축되었던 오프라인뱅킹에서의 신뢰가 새로운 스마트뱅킹 서비스 신뢰에 어느 정도 영향을 미치는가를 규명하였다. 이를 위해 스마트뱅킹 신뢰의 영향요인으로 오프라인뱅킹의 신뢰, 스마트뱅킹의 시스템 품질과 정보품질을 비교연구하였다. 실증연구를 위해 스마트뱅킹 서비스 이용자를 대상으로 186부의 설문지를 회수하였고, 자료분석은 Smart-PLS 2.0을 이용하였다. 분석결과, 오프라인뱅킹 신뢰가 스마트뱅킹 신뢰에 미치는 영향이 유의하게 나타나, 핀테크 서비스에서 신뢰전이가 존재함을 검증하였다. 그리고 이러한 오프라인뱅킹 신뢰가 스마트뱅킹 신뢰에 미치는 영향력은 스마트뱅킹 자체의 특성보다 낮은 것을 입증하였다. 본 연구의 의의는 학술적 측면과 산업적 측면에서 살펴볼 수 있다. 먼저, 학술적 측면에서의 의의이다. 지금까지의 뱅킹관련 연구들은 오프라인뱅킹이나 스마트뱅킹 어느 한 측면에 초점을 맞추어 연구를 수행하였다. 이에 비해 본 연구에서는 오프라인뱅킹의 특성이 스마트뱅킹 특성에 어떻게 영향을 미치는가하는 신뢰전이를 검증했다는 점에서 의의가 있다. 다음으로, 산업적 측면에서의 의의이다. 본 연구에서 시중은행의 오프라인뱅킹 특성이 새로운 스마트뱅킹 서비스의 신뢰에 영향을 준다는 것을 보여주었다. 이것은 신흥 핀테크 업체가 시중 은행에 비해 신뢰구축의 경쟁에서 유리하지 않다는 것을 의미한다. 신흥 핀테크 업체들은 시중은행과 달리 모바일, 소셜, 클라우드, 빅데이터 등은 물론, 현실화되고 있는 사물인터넷, 가상현실 등의 기술로 무장하여 고객의 편의성을 혁신적으로 개선하고 있다. 그러나 이러한 강점만으로는 금융거래에 필요한 충분한 신뢰를 형성할 수 있다고 보장할 수는 없다는 것이다. 이미 신뢰관계에 있는 주거래 은행을 고객들이 잘 바꾸지 않는 관성이 있기 때문이다. 따라서 신흥 핀테크 업체들은 상대적으로 고객접점에 우위에 있는 소셜서비스와 같은 온라인 상호작용의 강점과 다양한 인터넷 서비스와의 연계성을 반영한 파괴적인 부가가치 창출을 위해 노력해야하고, 특히 새로운 서비스에 저항이 낮은 젊은층을 중심으로 한 서비스신뢰 구축을 위해 노력해야 할 것이다.

• 한국산학기술학회논문지
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• 제13권7호
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• pp.3194-3200
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• 2012

본 연구의 목적은 금융IT 발전과정의 역사적 사실들을 체계적으로 정리하고 다양한 추적 과정을 통해 입증된 교훈을 통해 조만간 가시화될 2020년대를 준비하는 신 차세대 시스템에서의 코어뱅킹 모델의 새로운 발전 모형과 방향성을 제시하는데 있다. 이를 위해 금융IT 발전과정 40년 동안 중요한 영향을 미쳤던 의미있는 패턴들을 도출 및 분석하고 코어뱅킹 모델의 라이프사이클을 역 추적하여 코어뱅킹 모델의 새로운 모형을 제시하였으며, 이를 활용하게 될 신 차세대 시스템의 발전방향도 함께 제시하였다. 연구결과 우리나라 금융IT 시스템과 코어뱅킹 모델의 라이프사이클은 각각 약 10년으로 분석되었으며, 최장기 모델의 라이프사이클은 33년으로 추정되었다. 향후 코어뱅킹 모델의 발전 모형은 기존 모델의 기본 구조에 비즈니스 허브 기능과 상품수명 주기관리 기능을 추가시키는 것이 바람직한 것으로 나타났다. 또한 신 차세대 시스템의 개발방식으로 빅뱅 방식은 지양해야 하며 IT기술 측면보다는 업무지향 측면에서 추진되어야 한다. 아울러 금융IT 분야는 융합산업 분야로 성장시켜 나가야 하며, 이를위해 코어뱅킹 모델연구의 체계화와 전문인력 양성이 필요하다. 본 연구는 우리나라 금융IT 발전과정을 처음으로 체계적으로 정리하였다는 점과 최초로 코어뱅킹 모델의 집중 분석을 통해 새로운 모형을 제시함으로써 향후 전개될 신 차세대 시스템 발전 방향의 가이드 라인을 제시하였다는데 의의가 있다.