• Journal of Korea Society of Industrial Information Systems
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• v.17 no.4
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• pp.99-114
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• 2012

Mutual savings banks have today met many difficulties because of various reasons. To overcome these difficulties, they have to change to be more customer centric and to adopt customer satisfaction management so that they can satisfy customers asking for diversified and professional service. This study aims to investigate the relationship between various dimensions of service quality and service performance such as customer satisfaction, customer trust, and repurchase intension. This study categorized service quality as interaction quality, outcome quality, and physical environment quality. Moreover, this study examined whether interest sensitivity and bank reputation had the moderating effects between service quality and service performance. The study results may provide practitioners and researchers in financial industry with some implications and guidelines for mutual savings banks' competitiveness.

• Journal of Distribution Research
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• v.10 no.1
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• pp.1-31
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• 2005

In this study, We have newly introduced consumption emotions and switching cost, as a means of managing existing customers, to examine influencing determinants in repurchase intentions along with customer satisfaction and service quality which have been important determinants in previous researches on repurchase intentions. To test them empirically, data from corporate customers of a bank in Korea and corporate banking related bankers are collected and analyzed by LISREL 8.12.. The result of this study can be summed up as follows. First, the most important determinant factor in repurchase intentions is customer satisfaction. Second, it is desirable to measure service quality not only in terms of process service quality, a process of service delivery to customers, but also outcome service quality, what customers receive from services or from service providers. Third, positive consumption emotions have positive influence upon customer satisfaction, negative consumption emotions have negative influence upon customer satisfaction and repurchase intentions. Fourth, switching cost, even though small in its influence, has been proved to be antecedent in repurchase intentions along with customer satisfaction and negative consumption emotions. After research, as precedents in customers' repurchase intentions, customer satisfaction and process service quality have exercised the biggest influences. Also, positive consumption emotions, negative consumption emotions, outcome service quality and switching cost can be used as determinants in predicting corporate customers' repurchase intentions.