모바일증권거래시스템 서비스 품질이 만족도와 지속적 사용의도에 미치는 영향

Abstract

The purpose of this study is to identify the relationship between the service quality of MTS and customer’s satisfaction and continuous use and to see if there is a difference in the relationship according to the characteristics of the user group. This study analyzed the effects of MTS service' quality on customer’s satisfaction and continuous intention to use. For the study, 200 MTS users were surveyed to measure the service quality(convenience, information, service personalization, security), customer satisfaction and continuous intention to use. From a result, we found that the hypothesis that information, service personalization and security of MTS service quality had a positive effect on customer satisfaction and convenience was rejected. It is also identified that customer satisfaction has a positive effect on the continuous intention to use. Lastly, among the group classified according to customer's risk tolerance, it was confirmed that there is a difference in the influence of the relationship between the MTS service quality(security) and the customer satisfaction.