모바일 뱅킹의 수용 요인이 고객가치와 고객만족에 미치는 영향에 관한 연구

In this study, an investigation was done into service quality factor of mobile banking service. A positive verification was made in the relation of cause and effect between acceptance, customer value, customer satisfaction and customer loyalty. As a result of the analysis, the outcome of this study and the point suggestions are as follows:First after the acceptance factor of the mobile banking service is classified as suitability, connectivity, innovativeness and monetary value. The results from the analysis of how they influence on the service value, showed that suitability, connectivity, innovativeness, exerted significant influence. However the result couldn't meaningful relation of influence in monetary value. After the acceptance factor of the mobile banking service is classified as suitability, connectivity, innovativeness and monetary value. The results from the analysis of how they influence the customer satisfaction showed that connectivity, innovativeness, exerted significant influence. However the result doesn't show a meaningful relationship of influence in suitability and monetary value. Second it was also shown that there is a significant relationship between customer satisfaction, value and their loyalty of customer. In other words, even customer satisfaction, and the loyalty as the result of the customer satisfaction appeared to have a positive relationship. Summary of this research shows the causal relationships of the quality improvement in mobile banking service provide the value of acceptance to customer and promote the customers' satisfaction, the customer relationships can be strengthened. Finally, if banks have progressive management attitude and try to improve the acceptance of mobile banking, they will be able to increase the competitiveness in the field of mobile banking services.