인터넷뱅킹의 서비스품질이 고객만족에 미치는 영향

Internet banking service quality impact on customer satisfaction

Because of increase of internet and the merit of Internet Banking, the share of Internet Banking in bank is enlarging. In case of Korea, after adopting Internet Banking first in 1998, the user is rapidly enlarging. The study has the purpose to enable financial organization using Internet Banking service to find the chance to establish proper strategy by measuring service quality of Internet Banking with 6 factors such as product information, access sped of site, variety of service for customer, bank image, variety of financial product and financial hazard and finding relative importance affecting customer satisfaction The study found Internet Banking, service quality, thesis about customer satisfaction and advanced study, established study model and hypothesis based on previous study and verified the hypothesis through questionnaire and regression analysis. From the result of analysis, it was appeared that access speed of site, variety of service for customer, variety of product information and financial hazard factor affect to customer satisfaction among the factors deciding service quality. It means that customer satisfaction is increased as financial product, service for customer and product information are various. The study provides following suggestions. Although the factors deciding service quality shows difference in statistic significance, it generally provides customers with positive effect. It means that it is possible to draw larger customer satisfaction by simultaneously meeting service quality factors. It is necessary to make an effort for study on continuous method and improvement for outstanding service quality in order to give a positive effect to the user's will of reuse and recommendation to other person. For successful settlement of Internet Banking, it is necessary to raise customer's use ratio by construction and operation of customer-oriented Internet Banking system such as safe provision of system that can give trust to customer and provision of customized service.