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Convergence of IT and Online Security Trading : The Effects of MTS Service Quality on Customer Satisfaction & Customer Loyalty

IT와 온라인 증권거래의 융합 : MTS 서비스 품질이 고객만족도와 고객충성도에 미치는 영향

  • Kim, Seong-Geun (College of Industry-University College Collaboration, Business Administration Major, Silla University) ;
  • Seok, Kee-Joon (Dept. of Business Administration, TongMyong University)
  • 김성근 (신라대학교 산학렵력학부 경영학전공) ;
  • 석기준 (동명대학교 경영대학 경영학과)
  • Received : 2015.07.19
  • Accepted : 2015.09.20
  • Published : 2015.09.28

Abstract

The objectives of this study identify the factors that affect the quality of MTS services, to determine the effects of these service quality factors on customer's satisfaction and customer's loyalty. The results are as follows: First, The Four factors, i.e., tangibles, reliability, responsiveness, and assurance, represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's satisfaction. Second, The Five factors, i.e., rapidness, tangibles, responsiveness, empathy, and assurance represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's loyalty. Third, There are some differences in assurance/period of utilization, empathy/period of utilization in using MTS services according to social statistics. This article provides the paradigm of new convergence on IT and finance.

Keywords

MTS;Service Quality;Customer Satisfaction;Customer Loyalty;Convergence of IT and Online Security Trading

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