고객만족에 대한 은행서비스 품질속성의 비대칭적 영향력 분석A Study on an Asymmetric Relationship between Quality Attribute and Customer Satisfaction
- Other Titles
- A Study on an Asymmetric Relationship between Quality Attribute and Customer Satisfaction
- Authors
- 백인기; 전영호; 이춘선; 최영락
- Issue Date
- 2011
- Publisher
- 한국품질경영학회
- Keywords
- Kano model; Banking service quality; Customer Satisfaction
- Citation
- 품질경영학회지, v.39, no.1, pp.57 - 70
- Journal Title
- 품질경영학회지
- Volume
- 39
- Number
- 1
- Start Page
- 57
- End Page
- 70
- URI
- https://scholarworks.bwise.kr/hongik/handle/2020.sw.hongik/20419
- ISSN
- 1229-1889
- Abstract
- The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano’s framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.
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