은행의 점포특성 및 서비스품질이 재이용의도에 미치는 영향에 관한 연구

• 영문명: A study on the effect of reuse intention based on the bank branch characteristics and the customer service quality
• 발행기관: 한국주거환경학회
• 저자명: 임명택(Lim, Meong-tag) 최민섭(Choi, Min-seub)
• 간행물 정보: 『주거환경(한국주거환경학회논문집)』住居環境 제13권 제1호 (통권 제27호), 335~351쪽, 전체 17쪽
• 주제분류: 사회과학 > 지역개발
• 파일형태: PDF
• 발행일자: 2015.03.31

영문 초록

The study aimed the effect of the reuse intention for the service quality on the nine bank branches by surveying 710 bank users in Seoul; The data were analyzed to find out the causality between quality of services, customer satisfaction, a feeling and intention for reusing the bank branches. The quality of bank branch service was measured based on the SERVQUAL model and the structural equation model to observe the causal connection for the customer satisfaction by using the SPSS 20.0 &AMOS 20.0 package program. The following is the main results from the causality effect model that indicates the customer satisfaction and the feeling of reusing bank branches by the six quality factors of the service quality. First, it was shown that the service quality directly affected the customer satisfaction. Second, it was shown that the service quality directly affected the feeling and intention of reusing the bank branches. Third, the customer service quality was shown in order of priority in effects ; Reliability factor, Empathy factor, Accessibility factor, Responsiveness factor.

목차

Ⅰ. 서 론

Ⅱ. 이론적 고찰

Ⅲ. 은행입지의 분석모형

Ⅳ. 실증분석

Ⅴ. 결 론

키워드

은행점포 점포특성 고객서비스품질 고객만족도 재이용의도 Bank branches Bank branch characteristics Customer service quality Customer satisfaction A feeling and intention of reusing bank branches