Earticle

초록

영어

This paper is an empirical study especially to understand recent Chinese internet banking users" behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize thatthe service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

목차

Abstract
 1. Introduction
 2. Theoretical Background
  2.1 Process Quality and Outcome Quality
  2.2 Process Quality, Outcome Quality, and Customer Satisfaction
  2.3 Customer Satisfaction, Reuse, and Word of Mouth
  2.4. Internet banking service in China
 3. Hypothesis Testing
  3.1. Data Collection
  3.2. Variables and Measurement
  3.3. Reliability and Validity Tests
  3.4 Hypothesis Testing
 4. Conclusion
 Reference

키워드

저자

• Kyoung-Hwan Kim [ Lecturer, Dept. of MIS, Kyungsung Univ ]
• Shi Jin [ PhD. candidate at Inje University ]
• Young-Il Chang [ Professor, School of Management, Inje Univ ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005