메뉴 건너뛰기
Library Notice
Institutional Access
If you certify, you can access the articles for free.
Check out your institutions.
ex)Hankuk University, Nuri Motors
Log in Register Help KOR
Subject
Humanities
General Humanities History Philosophy Religious Studies Linguistics and Literature Other Humanities
Social science
General Social Science Business Management Tourism Education Military Science Library and Information Science Law Sociology Journalism and Media Studies Psychological Science Political Science and Diplomacy Geography Public Administration Economics International Trade Anthropology Other Social Science
Natural science
General Natural Science Physics Biology Life Sciences Mathematics/Statistics Astronomy Earth Science Chemistry Other Natural Science
Engineering
General Engineering Architectural Engineering Mechanical Engineering Industrial Engineering Material/Energy Engineering Electrical and Electronic Engineering Marine and Ocean Engineering Chemical Engineering Computer Science Other Engineering
Medical science
General Medical Science Nursing Science Veterinary Pharmacy Traditional Korean Medicine Basic Medicine Clinical Medicine Other Medicine
Agriculture and Fishery
General Agriculture and Fishery Agriculture Fishery Science Food Science Forestry Animal Husbandry Marine Transportation Studies Other Agriculture and Fishery
Art and Kinesiology
General Arts Design Fine Arts Cosmetology Photography Music Fashion Kinesiology Performing Media Arts Other Arts and Kinesiology
Interdisciplinary Studies
Interdisciplinary Research Science and Technology Studies Brain and Cognitive Science Technology Policy Other Interdisciplinary Studies

KOR

Analysis of Relationships among Factors of BSC Model's Customer Perspective in the Banking Industry
Recommendations
Search
Questions

BSC 고객관점 내부요인간의 관계분석

논문 기본 정보

Type
Academic journal
Author
Journal
Research Institute for Social Science Korean Journal of Social Science Vol.24 No.2 KCI Accredited Journals
Published
2005.12
Pages
167 - 187 (21page)

Usage

cover
📌
Topic
📖
Background
🔬
Method
🏆
Result
Analysis of Relationships among Factors of BSC Model's Customer Perspective in the Banking Industry
Ask AI
Recommendations
Search
Questions

Abstract· Keywords

Report Errors
The objective of this study is to verify the theoretical validity of the BSC model by analyzing interrelationships among the aforementioned core factors of customer perspective. Specifically, hypotheses regarding the relationships between attributes of customer value and customer satisfaction, between customer satisfaction and maintenance of current customers, between customer satisfaction and acquisition of new customers, and between customer satisfaction and customer profitability are tested.
Data are collected from 500 questionnaires distributed to branches randomly selected from banks around Daegu and Gyeongsangbuk-do area. Analysis of data shows that, first, attributes of customer value and customer satisfaction have a positive relationship which is consistent with results from previous studies. Second, customer satisfaction has a positive relationship with maintenance of current customers. This implies that customer satisfaction, customer faithfulness, and maintenance of current customers make a sound chain of customer value. Third, customer satisfaction has a positive relationship with acquisition of new customers. It implies that a sound chain of customer value attracts new customers through invitations from the current satisfied customers. Fourth, customer satisfaction has a positive relationship with customer profitability.
To improve the validity of the research, some of limitations should be overcome in the future. This study collected data from employees of selected banks only, and cross-sectionally analyzed the data. Future studies should (1) expand samples to include various types of financial institutions such as insurance companies, (2) collect additional data from various interest groups other than employees, (3) include financial data in the analysis of interrelationships, and (4) employ time-series analysis of data.

Contents

Ⅰ. 머리말
Ⅱ. 이론적 배경과 선행연구
Ⅲ. 실증분석
Ⅳ. 결론
참고문헌
〈Abstract〉

References (0)

Add References
If the reference is being serviced by DBpia, please register through [Add Reference]

Recommendations

It is an article recommended by DBpia according to the article similarity. Check out the related articles!

Related Authors

Frequently Viewed Together

A Study on Financial Institution's Quality of Service and Customer Satisfaction
Yong-Taik Lim ,  Dong-Oh Choi Journal of Industrial Economics and Business 2007 .12

Recently viewed articles

Korean English Learners’ Attitudes towards Pronunciation
Kim HekyungThe New Korean Association of English Language and Literature2010.11
 Topic modeling and sentiment analysis based on SNS text data related to the environment in Daejeon
Suh HyesunThe Korean Data Analysis Society2023.06
 Factors Associated with Knee Pain with Different Grades of Knee Osteoarthritis among Korean Adults Aged 50 Years or More
Choi Eun Young, 김민정undefined2016
 Perfect Sound-Absorbing Metasurface using Hybrid Resonances
Hyeonbin Ryoo, Wonju JeonKorean Society for Noise and Vibration Engineering(KSNVE)2018.10

Comments(0)

0

Write first comments.

UCI(KEPA) : I410-ECN-0101-2009-305-019545067