핀테크 서비스 분야에서 고객만족에 영향을 미치는 품질요인에 대한 연구

The purpose of this study is to identify the antecedents of Fintech service for customer satisfaction. As a part of the recent financial services, Fintech service is continuously growing. In accordance with this trend, we conduct this study on customers who experienced Fintech service to derive the quality factors that affect customer satisfaction. To do this, we derive the factors based on various previous researches, and revised the measurement items presented in the related studies and measured them using the 7 point Likert scales. Based on DeLone & McLean's IS(Information System) success model, we adopt the sub factors of system quality, information quality, and service quality as a leading factor for customer satisfaction. And we empirically test the antecedents of customer satisfaction using hierarchical regression analysis. This study suggests implications for the management and employees of Fintech service by deriving the sub factors of system quality, information quality and service quality.