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.
이용수
초록· 키워드
The objective of this study is to verify the theoretical validity of the BSC model by analyzing interrelationships among the aforementioned core factors of customer perspective. Specifically, hypotheses regarding the relationships between attributes of customer value and customer satisfaction, between customer satisfaction and maintenance of current customers, between customer satisfaction and acquisition of new customers, and between customer satisfaction and customer profitability are tested.
Data are collected from 500 questionnaires distributed to branches randomly selected from banks around Daegu and Gyeongsangbuk-do area. Analysis of data shows that, first, attributes of customer value and customer satisfaction have a positive relationship which is consistent with results from previous studies. Second, customer satisfaction has a positive relationship with maintenance of current customers. This implies that customer satisfaction, customer faithfulness, and maintenance of current customers make a sound chain of customer value. Third, customer satisfaction has a positive relationship with acquisition of new customers. It implies that a sound chain of customer value attracts new customers through invitations from the current satisfied customers. Fourth, customer satisfaction has a positive relationship with customer profitability.
To improve the validity of the research, some of limitations should be overcome in the future. This study collected data from employees of selected banks only, and cross-sectionally analyzed the data. Future studies should (1) expand samples to include various types of financial institutions such as insurance companies, (2) collect additional data from various interest groups other than employees, (3) include financial data in the analysis of interrelationships, and (4) employ time-series analysis of data.
상세정보 수정요청해당 페이지 내 제목·저자·목차·페이지Data are collected from 500 questionnaires distributed to branches randomly selected from banks around Daegu and Gyeongsangbuk-do area. Analysis of data shows that, first, attributes of customer value and customer satisfaction have a positive relationship which is consistent with results from previous studies. Second, customer satisfaction has a positive relationship with maintenance of current customers. This implies that customer satisfaction, customer faithfulness, and maintenance of current customers make a sound chain of customer value. Third, customer satisfaction has a positive relationship with acquisition of new customers. It implies that a sound chain of customer value attracts new customers through invitations from the current satisfied customers. Fourth, customer satisfaction has a positive relationship with customer profitability.
To improve the validity of the research, some of limitations should be overcome in the future. This study collected data from employees of selected banks only, and cross-sectionally analyzed the data. Future studies should (1) expand samples to include various types of financial institutions such as insurance companies, (2) collect additional data from various interest groups other than employees, (3) include financial data in the analysis of interrelationships, and (4) employ time-series analysis of data.
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목차
- Ⅰ. 머리말
- Ⅱ. 이론적 배경과 선행연구
- Ⅲ. 실증분석
- Ⅳ. 결론
- 참고문헌
- 〈Abstract〉
참고문헌
참고문헌 신청최근 본 자료
UCI(KEPA) : I410-ECN-0101-2009-305-019545067
