은행업에서의 성과지표들간의 관련성

In recent years considerable attentions have been given to the importance of strategic measurement systems including both non-financial and financial measures. One of the approaches adopted is that of the balanced scorecard(BSC). It is distinct from other strategic measurement systems in that it contains outcome measures and the performance drivers of outcomes, linked together in cause-and-effect relationships. This study examines the cause-and-effect relationships among the four areas of measurement (the financial, customer, internal business process and, learning and growth perspectives) in bank. Using performance measurements data of 97 bank branches(2001), the structural equation analysis was conducted to examine the cause-and-effect relationship among performance indicators in bank. Following the result, we found that (1)employee knowledge positively affect electronic banking, assets quality and counter service, but not affect new customer acquisition, (2) electronic banking positively affect new customer aquisition, (3)counter service not affect new customer aquisition and increased deposits, (4)new customer aquisition positively affect increased deposits and increased loans. In conclusion, employee knowledge, operation process improvement(electronic banking), new customer acquisition are leading indicators of financial performance. This implicate that these performance indicators should be consider critically in describing strategy, choosing measures, implementing BSC program.