금융기관 서비스품질과 고객만족에 관한 연구

As foreign financial institutions' domestic entry and competition are solidified by acceleration of financial liberalization and opening, the quality of service improvement for customer satisfaction plays an important role in financial institutions' growth. as a result, it is important that we analyze composing factors affecting in financial institution quality of service and provides optimum service. Hereupon, in this research, how to improve customers' satisfaction for improve quality of service by analyzing customer satisfaction level and factors that affecting customers' satisfaction. Analysis result using the questionnaire data, financial institution business services' satisfaction appeared low by 71.78%. And relative influence about the dependent variable of explanatory variables were exposed in business processing attitude, reception kindness, business processing convenience, accommodation, access easiness, use convenience order, and factors that exert biggest influence on financial institutions' satisfaction was exposed to the business processing attitude. Therefore, estimate customer satisfaction by portfolio analysis that fair improvement should be attained in each service area on the basis of analysis result. That is, may have to incline effort that is concentrative in emphasis improvement area shortly, and may need effort for improvement item that is gradual for long-term. Together, through improvement for resource redistribution item, will have to heighten financial institution business service satisfaction.