• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.125-128
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• 2000

The Internet banking service, through which customers process their banking-related works, was introduced in July 1997. The service has since spread quickly, and as of the end of June 2000, just one year after its introduction into Korea, its subscribers numbered 1.23 million people. This figure is ten times larger than the 120,000 subscribers recorded over the six months period up to the end of 1999. In addition, since the end of June 2000, subscriptions on average increase by more than 10,000 a day, and by the end of December 2000, it is expected to pass the 3 million mark. There has been no empirical study conducted on the invigorated Internet banking's status and its services. Therefore, this research is designed to conduct a survey on the Internet banking service status, to conduct actual transactions from the viewpoint of customers and then make a empirical evaluation of it. This will indicate directions for improvement and development of the domestic Internet banking service. We have evaluated ten areas of the Internet banking service including financial service, customers service, users'convenience, and system safety. As of the end of June 2000, 18 out of 20 commercial domestic banks are providing an Internet banking service, and we have conducted evaluations of all these banks. The evaluation is divided into ten categories with 100 points as a maximum score. These are then classified into six grades AAA, AA, A, BBB, BB and B. The outcome of this evaluation was featured in the major domestic journals, and the banks, acknowledging the value of the report, declared that they would adopt it as their criteria for evaluation.

• Korean Management Science Review
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• v.22 no.2
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• pp.13-34
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• 2005

Mobile banking service has emerged as an important profit source for both banks and mobile phone service companies. However, the growth of the mobile banking service is behind the expectation of banks and mobile phone companies. One plausible explanation for this laggard diffusion of mobile banking may be the lack of consumers' initial trust on the service. Therefore, this study investigates the critical factors in building trust and intention to use mobile banking services. Our research results show that propensity-to-trust, structural assurance, and relative advantages of services have significant impacts on consumers' initial trust in mobile banking service Furthermore, initial trust in mobile banking service is a critical factor for adopting mobile banking services Contrary to our expectation, however, reputation of banks and mobile phone companies are not significant in attracting consumers to mobile banking services.

• Journal of Distribution Science
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• v.21 no.4
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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.

• Asian Journal of Business Environment
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• v.11 no.3
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• pp.33-43
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• 2021

Purpose: The purpose of the paper is to assess the greening of investment flows as well as the orientation of financial sources of effective environmental protection. Both India and Vietnam are considered to be two Asian countries that are radically affected by global climate change. Governments of the two countries have implimented numerous measures against environmental pollution through the banking and finance sector. Developing green banking operations in India and Vietnam is a new direction in the socio-economic development strategy coupled with effective environmental protection. Research design, data and methodology: The data was mainly based on Asia Development Bank Institution (ADBI) and Bank of India (BOI) from 2015 - 2018. This paper focused on comparing and evaluating the development of green banks between the two countries. Result: The banks' contribution to green growth and green economy is shown in two basic aspects: (i) the connection between organizations, and individuals, and management process for investment projects, including environmental risks; and (ii) the operation of banks has a direct impact on the environment, through the application of technology to pay documents and apply e-banking. Conclusion: Paper reflects, compares and evaluates green banking operations in India and Vietnam to provide new directions aiming to develop financial and economic system along with effective and efficient step toward climate change control. India's green banking operations, after a specific assessment, will be lessons for the Government of Vietnam during the process of socio-economic development and environmental protection.

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.3
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• pp.1-12
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• 2012

The research mainstream has focused on improving the competitiveness throughout the reinforcement of customer satisfaction and loyalty in the banking industry, but there is still a lack of research that reflects characteristics of banking services. From a customer point of view, this study considers a variety of bank characteristics such as levels of interest rate, numbers of transaction banks, monthly average balance, and age. In line with this observation, the main objective of the current research is to investigate the relationship between bank characteristics and ongoing transaction intentions with a particular bank using a categorial regression analysis and in turn, provide insights for managers. First, the findings show that deposit interest rate is insignificant for leading customers to ongoing transaction intentions, but loan interest rate is significant when customers are satisfied with a loan interest rate. Second, if customers only transact their banking services with a particular bank, they are more likely to deal with the bank, rather than customers who transact additional one or two banks. Third, in the case of monthly average balance, customers who have more than \100 million wons per month are likely to switch other competitors. Finally, old customers are more stable than young customers when they consider to switch the relationship with a bank. The author provides insights for bank managers and discusses research limitations and further directions of the study.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.10a
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• pp.648-651
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• 2004

This paper compares the efficiency of the banking systems of 8 countries during 1996-2002 period. When to estimate the efficiency for each country only, the efficiency levels are more than $85\%$ that shows the production functions of all banks in a single county are similar. But the estimation for all countries shows that the banking systems of some countries are not so efficient compared to other countries' production functions.

• Journal of Preventive Medicine and Public Health
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• v.24 no.3 s.35
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• pp.305-313
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• 1991

In order to investigate industrial fatigue due to visual display terminal (VDT) work of banking operations the questionnaire survey for subjective symptoms of fatigue was carried out on 470 bank clerks who had been engaged in VDT work for various length of work hours. The questionnaires comprised three groups of 10 items each, representing dullness and sleepiness (level of cerebral activation), difficulty in concentration (level of motivation) and bodily projection of fatigue. The results were as follows : 1. Of the 30 items of questionnaires, the highest percentage was accounted for by 'eye strain' (51.5% ), followed by 'feel stiffness in the neck or the shoulders'(33.4%), 'feel a pain in the low back'(26.8%), 'whole body feels tired'(19.6%) and 'feel headache'(17.9%) in the order of sequence. 2. The average weighted score for the first group of questionnaire items (dullness and sleepiness) was the largest among three groups and was followed by 'the third cup (bodily projection of fatigue) and the second item group (difficulty in concentration) in the order of sequence, suggesting the heavier mental stress of VDT work in banking operations rather than physical burden. 3. In terms of the age and sex of workers, work duration and VDT work percentage, the difference in average weighted score was noted only between sex, the score of female being larger than that of male. 4. The complaint rates of subjective symptoms showed close associations with the subjective optimums of room temperature, ventilation, illumination and noise level. 5. The significant correlation was showed between age, work duration and item of 'whole body feels tired', between VDT work percentage and items of 'eye strain' and 'feel stiffness in the neck or shoulders' and between all items of subjective symptoms.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.351-355
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• 2004

• International Commerce and Information Review
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• v.7 no.4
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• pp.219-243
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• 2005

The Purpose of this Article is to analyze the examination criteria on the compliance of multimodal transport document in the ISBP. When the goods are taken in charge by the multimodal transport operator, he shall issue a multimodal transport document which, at the option of the consignor, shall be in either negotiable or non-negotiable form. The multimodal transport document shall be signed by the multimodal transport operator or by a person having authority from him. When the multimodal transport document is presented by the beneficiary to the bank in the letter of credit operations, the bank should examinate the bill of exchange and/or shipping documents, including multimodal transport document. There are two rules in connection with examination of the documents in the letter of credit operations. One is the "Uniform Customs and Practice for Documentary Credits(UCP 500)" approved by the Banking Commission in March 10, 1993, the other is the "International Standard Banking Practice for the Examination of Documents under Documentary Letters of Credits(ISBP)" approved by the ICC Banking Commission in October 2002. Therefore, this Article has studied the multimodal transport document presented under documentary credits on the basis of the UCP 500 and the ISBP it reflects.