• 한국산업정보학회논문지
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• 제12권3호
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• pp.31-46
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• 2007

인터넷뱅킹의 지속적인 성장과 확산을 위해 고객만족에 영향을 미치는 요인들을 분석하는 연구는 매우 중요하다. 본 연구는 인터넷뱅킹의 속성, 서비스품질, 고객만족 및 고객충성도의 관계를 구조적으로 파악하고자 하는 데에 그 목적이 있다. 인터넷뱅킹의 속성으로는 사용자 종속적인 특성인 상대적 이점, 적합성, 복잡성과 지각된 위험을 주요 요인으로 설정하고, 인터넷뱅킹의 서비스품질은 SERVQUAL의 5가지 차원으로 분류하여 인터넷뱅킹 사용자 162명을 대상으로 실증 분석하였다. 분석결과, 사용자가 지각하는 인터넷뱅킹 속성과 인터넷뱅킹 서비스품질은 사용자의 만족도에 통계적으로 유의한 영향을 미치는 것으로 나타났으며, 인터넷뱅킹 사용자의 만족수준이 높을수록 인터넷뱅킹 사용자의 충성도가 높은 것으로 나타났다. 인터넷뱅킹 속성과 인터넷뱅킹 서비스품질 요인 또한 고객 충성도에 유의적인 영향을 미치는 것을 확인하였다.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제10권2호
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• pp.684-702
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• 2016

The changes new technologies have brought to banking over the past decade are enormous in their impact on the ways of doing business and providing customer services, most notably in the areas of customer service channels. Banks have been trying to move away from the traditional, branch-based and costly staff-assisted channels toward self-assisted channels, i.e. internet banking and mobile banking, to drive down costs and improve customer loyalty. How internet and mobile have reshaped the user experience of banking service channel? To provide valuable insights for this question, this research investigates and compares customer's channel choice behavior and profit changes from bank's branch closure. Applying the propensity scoring matching method, the results of analysis demonstrates that the mobile channel can be a realistic alternative to conventional branches. Also, the reserch result shows banks can reduce conventional branches while experiencing a positive implications on their profits from the customers. Another significant implication from the research is, to accelerate the shift to digital channels, banks need to put more efforts on developing functions in the mobile channel that will allow friendly interaction with customers and consultation, such as video consultation, interactive chat, and location-based product recommendation.

• International Journal of Internet, Broadcasting and Communication
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• 제16권1호
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• pp.226-232
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• 2024

This study attempted to demonstrate the role of perceived value and trust in the relationship between mobile banking service quality and use satisfaction. A survey was conducted on customers of Mongolian banks, and an analysis was conducted based on the collected data With the development of the fintech industry, the Internet-based mobile banking market is striving to provide convenient services to consumers. The result led to the introduction of an online-oriented Internet bank that can operate 24 hours a day regardless of time and space. The characteristic of operating only with the Internet has a positive aspect of providing services quickly and conveniently, but at the same time, including concerns about security and personal information leakage. This can make you hesitate to use the service. Therefore, we attempted to find out how the quality of mobile banking service affects the perceived value and satisfaction of using trust. A survey was conducted to verify the contents of the research model and hypothesis. This is to secure data to be used for empirical analysis of research hypotheses. The survey was conducted with 124 consumers in Ulaanbaatar, the capital of Mongolia. Based on the analysis results, we understood the satisfaction of consumers using mobile banking and suggested ways for consumers to improve their actual satisfaction using mobile banking. Specifically, service quality sensitivity, security, convenience, and design had a positive effect on perceived value or trust, ultimately leading to consumer satisfaction.

• 한국정보시스템학회:학술대회논문집
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• 한국정보시스템학회 2003년도 춘계학술대회
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• pp.93-105
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• 2003

Although, recently, studies on Internet banking users' behavior have been frequently found in some academic journals, most of them have ignored security anxiety which may be considered as important factors influencing usages of Internet banking. We propose an research model for Internet banking users which is an extended version of the Technology Acceptance Model(TAM) by adding new variable, security anxiety. For empirical support of our model, we survey for 298 samples and analyze it by structured equation model(SEM). In result, our proposed model is proved as a valid one in which all hypotheses except one are accepted and the values of model fitness are relatively high.

• 아태비즈니스연구
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• 제5권2호
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• pp.13-24
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• 2014

The objective of this research is to find out the factors affecting adoption of Internet banking in India. The data is based upon a survey of 150 bank customers using a convenience sampling technique with the aid of a structured self-administered questionnaire. The research model was analyzed using Partial Least Squares (PLS) analysis. The recommended procedures have been tested which is measurement model and structural model. Perceived Usefulness, Perceived Ease of Use, Perceived Risk, Image, Results Demonstrability, Perceived Behavioral Control and Subjective Norm were influence intention to use Internet banking. However, Perceived Ease of Use, Perceived Credibility and Computer Self Efficacy were not influence intention to use Internet banking. The findings of this study are expected to be of great use to the bank marketers. An understanding of the factors identified in this study allows bank managers to direct efforts and resources in the most effective and efficient way to increase bank business in the long run and encourage their bank customer's to adopt Internet banking. Moreover, this paper contributes to the empirical literature of diffusion of financial innovations, particularly Internet banking in a developing country, such as India.

• The Journal of Asian Finance, Economics and Business
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• 제9권9호
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• pp.75-91
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• 2022

This study assesses the Internet banking adoption tendency by existing bank customers of Bangladesh. Currently, almost all the leading banks in the country have implemented Internet banking platforms. However, the active user count remains relatively low and there hasn't been any conclusive research on the drivers and inhibitors of Internet banking. This study evaluates the reasons and quantitatively establishes the factors leading to the adoption and usage continuance of internet banking by existing bank customers. Responses from 460 bank account holders were collected via online questionnaires using a purposive sampling approach, and a core conceptual framework based on Technology Acceptance Model (TAM) and Technology Readiness Index (TRI) was used. The study concluded that internet banking adoption is significantly impacted by the ease of use, customer service, and technology familiarity. Similarly, customer satisfaction is affected by the perceived value and the perceived risk. Through regression analysis, it was found that usage continuance is 89% explained by adoption and customer satisfaction. Multi-group moderation showed significant impact by groups divided based on usage frequency, income level, and age. Perceived risk weakened the impact of perceived value and technology familiarity on usage adoption. Additionally, perceived risk reduced the impact of consumer satisfaction and usage continuance.

• 정보보호학회논문지
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• 제25권4호
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• pp.941-950
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• 2015

인터넷의 발달과 함께 인터넷 뱅킹은 널리 사용되고 있다. 이와 함께 금전적 이득을 목적으로 인터넷 뱅킹을 타겟으로 하는 피싱 공격이 기승을 부리고 있으며, 이에 대응하기 위해 은행에서는 보안 모듈을 사용자 컴퓨터에 설치하고 인터넷 뱅킹을 이용하도록 요구한다. 하지만 메모리 해킹 공격 등 고도화된 피싱 공격은 보안 모듈을 우회한다. 본 논문에서는 국내 은행에서 제공하는 인터넷뱅킹 보안 모듈 현황을 알아보고, 그 중에서도 이체 정보의 암호화를 담당하는 키보드 보안 모듈을 분석한다. 그리고 자바스크립트를 이용하여 이체정보를 변조하는 기법을 제안한다. 키보드 보안 모듈은 공격자가 심어놓은 악의적 프로그램으로부터 사용자가 입력한 이체 정보의 노출 및 변조를 방지하는 기능을 담당한다. 하지만 우리가 제안한 자바스크립트 변조 공격은 키보드 암호화 모듈을 우회하고 이체 정보를 변조하는 것이 가능하다. 또한 이체정보확인 페이지를 변조하여 사용자가 정상적인 거래를 한 것처럼 속일 수 있다.

• 융합보안논문지
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• 제6권2호
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• pp.13-20
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• 2006

국내 인터넷뱅킹 환경은 Microsoft 사의 Internet Explorer(IE) 브라우저에 맞게 구축되어 있어 Linux나 FreeBSD 등과 같은 공개 운영체제 및 웹 브라우저에서는 인터넷뱅킹 서비스를 이용할 수 없었다. 이런 문제 해결을 위해, 본 논문에서는 먼저 SEED를 이용한 공개 소프트웨어 환경에서의 전자 지불 시스템을 위한 전자 서명 시스템을 개발한다. 국내 인터넷뱅킹은 현재 공인인증기관이 발행하는 공인인증서를 통해 인증 및 전자서명 검증이 이루어져야 하는데, 그에 맞춰 공인 인증서 유효성 검증 시스템을 분석 및 개발한다. 마지막으로 자체 개발한 웹 서버에서는 이미 가상 인터넷 뱅킹환경이 구축되어 있어 SEED가 포팅 된 모질라 환경을 가지고 있는 클라이언트에서는 인증서를 설치하여 기본 인터넷뱅킹 서비스를 가상으로 받을 수 있으며 인증서 인증 및 전자서명이 정상적으로 작동되고 있다는 것을 구현을 통해 확인했다.

• 인터넷정보학회논문지
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• 제18권2호
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• pp.31-42
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• 2017

인터넷 뱅킹 서비스가 보편화되면서 많은 사용자들이 온라인을 통한 재화의 교환이 가능하였다. 하지만 이러한 이점에도 불구하고 인터넷 뱅킹 서비스에서 존재하는 보안위협에 의하여 사고사례가 지속적으로 발생하는 실정이다. 이러한 문제점을 보완하기 위하여 인터넷 뱅킹 서비스의 전 구간에 걸쳐 다양한 보안기술이 적용되었으며, 본 논문에서는 금융기관 구간과 네트워크 구간에 적용된 보안기술에 대한 조사 결과를 서술한다. 본 논문의 결과를 통하여 내부자에 의하여 발생하는 피해사례와 구현과정에서의 취약점으로 인하여 발생하는 위협에 대응하기 위한 참고 자료로써 활용 가치가 있을 것으로 사료된다.

• Asia pacific journal of information systems
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• 제17권1호
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• pp.77-93
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• 2007

Risk has been considered as one of very important topics in traditional consumer behavior theoretically and practically since its tendency of minimizing errors rather than maximizing utilization in addition to its intuitive appealing with very high explaining power. In addition to a traditional view of risk, importance of risk in online transactions such as Internet banking is due to technical instability in security of the Internet as well as temporal and spatial separation of transaction partners. Therefore, risk in online transactions should be analyzed by a very comprehensive way since it is very inherent in the Internet. The objective of this study is to suggest a research model for explaining the use of online transactions in some risk related variables including risk results, security result, perceived security, and social influence and show its validity by applying it to Internet banking users. In result, hypotheses suggested by our research model are shown to be valid ones.