A Study on the Influence of uCRM of Bank on the Customer Satisfaction Measurement

은행의 uCRM이 고객만족도에 미치는 영향

  • 강석태 (호서대학교 벤처전문대학원 정보경영학과) ;
  • 양해술 (호서대학교 벤처전문대학원 컴퓨터응용기술학과)
  • Published : 2007.12.31

Abstract

This paper analyzes how CRM Service under the ubiquitous circumstances will affect the customer satisfaction by collecting and analyzing the related data and conditions and also analyzes the relation among the variables by using the measurement and analysis tools through Customer Satisfaction Measurement, Customer Reaction Encouragement Model and Technology Acceptance Model. Through this study the author analyzes how the customer management with uCRM will have an influence on the satisfaction and attitude of customer in order to contribute to an efficient customer management method of a financing institution.

Keywords

uCRM