• Journal of Korea Society of Industrial Information Systems
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• v.28 no.5
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• pp.55-66
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• 2023

This study analyzes the characteristics of customer's preferences on banking channels (branches, automated machines, telebanking, internet banking, and mobile banking) and examines the factors influencing channel usage. To accomplish this, ANOVA and multiple regression analysis are performed using customer data from Bank A. The analysis reveals that customers primarily utilizing branch counter transactions have a significant impact on the profitability of 1st and 2nd grade banks, particularly among the age group of 50 years and above. Additionally, it is observed that as customers' loan, deposit, and financial product holdings increase, branch counter transactions also increase. On the other hand, it is found that as the usage of mobile banking decreases in terms of loans and deposits, transaction volume increases.