IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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An Empirical Study on the Factors Influencing Customer Satisfaction of Internet Banking

인터넷뱅킹의 고객만족에 영향을 미치는 요인에 대한 실증적 연구

  • Yum, Chang-Sun (Division of Business Administration, Pukyong National University) ;
  • Hong, Jae-Bum (Division of Business Administration, Pukyong National University)
  • Received : 2003.09.22
  • Accepted : 2004.05.30
  • Published : 2004.09.30
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Abstract

This paper is to find out and analyse the factors of customer satisfaction as the critical success factors of internet banking. The research model with the factors influencing customer satisfaction is suggested. The result of this research are summarized as follows: First, perceived easy of use, perceived usefulness, perceived safety, and perceived responsibility have significantly positive influence on customer satisfaction. Second, customer satisfaction has significantly positive influence on intention of reuse and canvass. These research findings suggest the clue about making internet banking successful.

Keywords

References

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