산업경영시스템학회지 Vol. 42 No. 3 (p.131-141)

MTS Service Environmental Quality’s Effects on the Customer Satisfaction and Continuous Use Intention in the Agile Business Environment

애자일 경영 환경에서의 모바일증권거래시스템 서비스 환경 품질이 고객만족과 지속적 사용의도에 미치는 영향
키워드 :
Agile Management,Mobile Transaction System,Service Environmental Quality,Customer Satisfaction,Continuous Use Intension

목차

1. 서 론
2. 이론적 배경
   2.1 HTS와 MTS의 비교
   2.2 MTS 서비스 환경 품질
   2.3 고객만족
   2.4 지속적 사용의도
3. 연구방법
   3.1 연구모형
   3.2 연구가설
   3.3 변수의 조작적 정의
4. 연구결과
   4.1 표본의 특성
   4.2 타당성 검증
   4.3 가설 검증
5. 결 론
References

초록

Recently the business environment surrounding the financial investment industry is changing rapidly, and the demands of customers (diversity and the cycle of change etc.) are getting shorter. In this context, it can be said that companies are forced to adopt an agile management environment. In particular, non-face-to-face channels, including MTS, is adopting the agile system into the digital finance sector from a company-wide and strategic perspective. This study analyzed the effects of MTS services’ environment quality on customer satisfaction and continuous intention to use for MTS users who are rapidly increasing under the agile management environment in the financial investment industry. This study surveyed the quality of service environment (accessibility, convenience, design, security), customer satisfaction, and continuous intention to use for 350 MTS users. First, accessibility, convenience, and security of MTS service environment quality had a positive effect on customer satisfaction, and design was rejected Second, customer satisfaction has a positive effect on continuous intention to use. Third, convenience and security of MTS service environment quality have positive effects on continuous intention to use, and accessibility and design were rejected. The results of this study, together with demographic analysis, are expected to provide useful implications for MTS activation studies and securities firms’ strategies.