인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
피인용 0
초록·키워드
Recently, most financial companies are competitively launching foreign exchange services that combine card products in line with the recovery of overseas travel after the COVID-19 pandemic. Accordingly, this study aims to identify the core quality elements of foreign exchange services in two aspects, currency exchange and remittance, and derive strategic implications to enhance the competitiveness of financial companies. To this end, a survey was conducted on customers using foreign exchange services, and the quality attributes of foreign exchange services were classified and evaluated using the Kano model and Timko methodology.
As a result of the analysis, for foreign exchange services in order to increase customer satisfaction, improvements in branch accessibility and preferential exchange rate level are required, and in order to resolve customer dissatisfaction, improvements in additional services such as primary bank, transaction stability and security, ease of digital banking operation, and immediate currency exchange were found to be effective. Meanwhile, for remittance services, in order to increase customer satisfaction, improvements are required for accessibility to branches, ease of digital banking operation, and preferential remittance fee levels, and in order to resolve customer dissatisfaction, improvements are required for speed of business processing, and preferential remittance fee levels.
As a result of the analysis, for foreign exchange services in order to increase customer satisfaction, improvements in branch accessibility and preferential exchange rate level are required, and in order to resolve customer dissatisfaction, improvements in additional services such as primary bank, transaction stability and security, ease of digital banking operation, and immediate currency exchange were found to be effective. Meanwhile, for remittance services, in order to increase customer satisfaction, improvements are required for accessibility to branches, ease of digital banking operation, and preferential remittance fee levels, and in order to resolve customer dissatisfaction, improvements are required for speed of business processing, and preferential remittance fee levels.
본문·목차
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