• The Journal of Asian Finance, Economics and Business
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• 제8권9호
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• pp.121-130
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• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• The Journal of Asian Finance, Economics and Business
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• 제9권7호
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• pp.153-171
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• 2022

To measure economic performance, customer satisfaction indices are constructed. This study proposes an index for banking and telecom, a significant evaluative system for comparing and enhancing customer satisfaction across the industries. The study suggests and examines amendments and improvements to the prior indices and incorporates ignored indicators to propose a punier index for Pakistan. The study is a pioneer in integrating online and offline indices into a single comprehensive model. The study is enriched by the Theory of Reasoned Action and Technological Acceptance Model. A sample of 320 respondents was used. The sample was divided based on gender and marital status. To authenticate the theoretical model, PLS-SEM was applied. We discovered nine latent variables that define customer satisfaction and conclude that a single model can be utilized for e-commerce enterprises as well. The index scores are comparable to the American index for banking and the Turkish index for telecom. Multi-group analysis (MGA) was used to comprehend the differences among the groups. This reveals that customization, design, reliability, and responsiveness induce satisfaction in telecom male and married customers. For the banking industry, the difference exists in complaint handling, customization, corporate image, perceived price, reliability, responsiveness, sentiments, convenience, and security to satisfaction links, image and complaint handling to loyalty links.

• The Journal of Asian Finance, Economics and Business
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• 제9권9호
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• pp.229-239
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• 2022

The primary objective of the current study is to ascertain the effect of transparency and disclosure (T&D) on the value of banks operating in the Indian banking sector. It also includes finding the moderating impact of financial distress (FD) and environmental, social, and governance (ESG) on the association between T&D and the valuation of banks. The study employs Panel data analysis (PDA) to analyze data and produce novel results thereafter. The authors of the study have considered using data of secondary nature which is sourced from banks operating in the Indian banking industry. Data in the current study has been considered for ten financial years, i.e., 2010 to 2019. The results reveal that T&D positively impacts a firm's valuation. We have also found evidence that financial distress and ESG (Environmental, Social, and Governance) significantly impact the value of firms under the influence of T&D. As far as we are aware, no study of this kind has been done yet in any developing nation to determine the effect that T&D, FD, and ESG have on the value of Indian banks. This paper can help future researchers in their respective studies that will involve the study variables (FD, T&D, and ESG).

• Asia Marketing Journal
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• 제11권3호
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• pp.57-89
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• 2009

규제완화와 금융수요 다양화 등 금융환경 변화에 따라 세계적으로 겸업주의가 진행되면서 은행, 증권, 보험 등 여러 금융상품을 한 곳에서 판매하는 금융서비스의 융합현상이 확산되고 있다. 국내은행들은 주택담보대출의 제한으로 크게 위축된 주택시장과 수익성 둔화의 해결책을 찾기 위한 방법으로 교차판매에 주목하고 있다. 교차판매란 현재고객이 가지고 있는 것에 추가하여 부가적 제품과 서비스를 촉진하는 것이다. 교차판매는 은행에 안정적인 이익을 가져다줄 뿐 아니라 고객과의 관계를 지속시켜주는 역할을 하는 등, 부가적 서비스에 의한 고객가치 창조가 고객관계 관리를 위한 중요 수단임이 인식되어 최근에 그 중요성이 증가하는 추세이다. 본 연구의 목적은 고객의 교차구매 의도에 영향을 미치는 중요요인으로 인식된 관계마케팅변수들을 정서적 차원으로 제시하고 교차구매 의도에 영향을 미치는 여러 요인들을 수단적으로 차원으로 제시하여 교차구매 의도와의 관련성을 검증하고자 했다. 은행과의 거래관계를 유지하고 있는 소비자 484명을 대상으로 연구한 결과, 정서적 차원으로 제시된 만족, 신뢰, 몰입 등이 교차구매 의도에 정(+)의 영향을 미치는 것으로 나타났으며, 그동안 교차구매 의도 연구에 소홀하게 다루어졌던 편의성, 전문성, DM등도 교차구매 의도에 정(+)의 영향을 가지는 것으로 실증분석 결과 나타났다. 이러한 결과를 토대로 은행산업이 고려해야 할 시사점을 제시하였다.

• 디지털산업정보학회논문지
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• 제15권4호
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• pp.187-195
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• 2019

The purpose of this study is to analyze the adoption of Kakao Bank in terms of benefits (functional, social, experiential, economic benefits) and differentiated services (customization and service diversity) considering service types. Benefits are personal value consumers attach to the product or service attributes and, therefore, more important than attributes of service itself when using Kakao Bank in the internet based environment. Data was collected using an online and offline survey of 131 Kakao Bank users and analyzed the data using structural equation model (SEM). The results of empirical analysis using SmartPLS show that functional benefit, experiential benefit, and customization are significantly related to the user's satisfaction, but economic benefits, social benefit, and service variety are not. Customer's satisfaction are also showed significantly to be related to the all types of Kakao Bank usage(balance check, transfer, and other services). This study has the significance in that it examines the user's satisfaction and usage of Kakao Bank in terms of benefits and differentiated services while other studies analyzed banking services focusing on the attributes of banking channel itself.

• 한국산업정보학회논문지
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• 제4권1호
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• pp.7-19
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• 1999

곧 다가올 서기 2000년이 되면 많은 프로그램들이 작성 될 때 고려하지 못했던 연도 인식문제로 인하여 정보시스템을 개발해서 운영하고 있는 많은 조직들이 고통을 겪을 것으로 예상되고 있다. 특히 금융계는 정보시스템이 업무에서 차지하는 비중에 비추어 볼 때 사소한 문제라도 엄청난 파장을 일으킬 것으로 믿어진다. 이러한 의미에서 본 논문은 미국의 금융계가 소위 Y2K라 불리우는 서기 2000년 인식상의 문제를 극복하는데 우선 고려해야 할 9가지 장애를 소개하고자 한다.

• The Journal of Asian Finance, Economics and Business
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• 제8권9호
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• pp.53-66
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• 2021

The global financial crisis in 2008 eroded trust towards the banking industry overall. To make such institutions more transparent, the International Accounting Standard Board developed the International Financial Reporting Standard 9 (IFRS 9). After the announcement of IFRS 9, academic research has primarily focused on examining the stability of banks due to early loan-loss recognition guidelines under the new system. There appears to be a lack of understanding of how IFRS 9 has influenced institutional depositors' opinions of bank trustworthiness. Hence the goal of this study is to determine how the adoption of IFRS 9 by banks has impacted perceptions of transparency, trust, and skepticism, from the perspective of large institutional depositors. This research was conducted in the context of Malaysian banks that follow the IFRS 9 guidelines. A framework is proposed using the signaling theory, leading to the development of a set of hypotheses. The hypotheses are tested with data collected from 654 financial analysts working in Malaysian companies that are large institutional depositors. The results indicate that the adoption of IFRS 9 has led to higher levels of perceptions of bank transparency and trust, and lower levels of skepticism towards such banks.

• 한국전자거래학회지
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• 제19권4호
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• pp.119-134
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• 2014

금융회사는 인터넷뱅킹, 스마트폰뱅킹 등 비대면 서비스를 위해 다양한 사용자 단말 환경을 통해 전자금융거래 서비스를 제공하고 있다. 그러나, 이러한 서비스는 기본적으로 사용자의 보안인식 및 기술적 대응의 한계로 인한 금전사고가 빈번하게 발생하고 있어 금융 감독 당국으로부터 보다 근본적인 보호대책이 요구되고 있다. 이에 따라, 금융권에서는 전자금융거래에서 발생하는 금전사고를 예방하기 위해 사용자의 전자정보, 접속정보, 거래내용 등을 종합적으로 분석하고 탐지하여 이상 금융거래를 차단하는 금융보안연구원에서 제시한 "이상 금융거래 탐지시스템 구축 가이드"에 따른 시스템을 구축하거나 계획하고 있다. 본 논문에서는 금융회사에 구축되어 운영 중인 이상 금융거래 탐지 및 차단시스템의 구축사례와 운영현황을 살펴보고, 좀 더 개선된 방식의 시스템을 구성하여 분석을 통한 사고예방의 효과성과 이후 보안대책에 대한 개선방안을 제안하고자 한다.

• 한국IT서비스학회지
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• 제11권3호
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• pp.89-101
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• 2012

The study investigated if IT investment in Korean financial markets for the past 18 years has grown following the s-curve pattern based on Nolan's growth model in order to find the correlation between IT investment and management performance in the financial industry. According to the research finding it can be said that the overall financial markets maintain s-curve pattern, and IT investment is related to management performance, particularly increase in total assets and net profit. However, each sector has defining features of growth patterns. The banking industry has grown similarly to the s-curve, and the insurance industry also shows the s-curve but it looks more like linear pattern. In terms of securities industry, its growth patterns can hardly be considered s-curve due to the irregular changes. his research outcome illustrates the analysis of IT growth patterns in the financial industry and thus, it is expected to be a useful reference when deciding the appropriate time for IT investment in the financial industry.

• 통상정보연구
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• 제8권1호
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• pp.417-435
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• 2006

A Systematic Wealth Management Framework (SWMF) was developed as a private banking management tool to enable more integrative personal finance management of personal wealth. It is a reference model that provides an unified framework for development, operation, and management and makes provision for personal financial services in today's complex financial environment. This study suggested some practical results from banks and insurance companies that have established SWMF as the differentiation business strategy for wealthy customers. The focus of this manuscript is on capturing the methodological approach most financial institutions in Korea adopted to execute new e-finance planning and implementation based on the SWMF. The alignment between the wealth management business goals and information system architecture at an organization constitutes the main theoretical basis of the study. Relevant discussions are made on the wealth management framework as a general business model for financial industry, on the functional relationship between new information systems and business organizations. Finally, lessons learned from the SWMF implementation are discussed.