Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

A Study on the Competitive Strategy by Bank Service Qualty and Switching Barriers : Focused on the Domestic Bank Customer

은행산업의 서비스품질 경쟁전략과 전환장벽에 관한 연구 : 국내 은행 이용고객을 중심으로

  • Yoo, Han-Joo (Division of Business Administration, Soongsil University) ;
  • Song, Gwang-Suk (Graduate School of Business Administration, Soongsil University)
  • 유한주 (숭실대학교 경영학부) ;
  • 송광석 (숭실대학교 대학원 경영학과)
  • Published : 2005.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

This study tries to examine the competitive strategy of service quality in Korean financial market. the purpose of this study is to find out the strategic implication of Korean commercial banks throughout the service level of experienced customers and the services positioning map. Especially, taking the advantage of a customer's service perception and request attributes make the service positioning map The findings from this research are as follows; the characteristic of each customer is derived from income and investment. and the service positioning map is derived from the characteristic of each customer.

Keywords

References

  1. 김근배 (2005), 마케팅조사론, 무역경영사
  2. 김위찬, 르네 마보안 (2005), 블루오션전략, 교보문고
  3. 김재수 (2002), '프라이빗 뱅킹을 위한 한국소매금융시장의세분화 전략', 전남대학교 석사학위논문
  4. 김창주 (1992), '은행서비스 품질의 평가 및 측정에 관한 실증적 연구', 고려대학교 석사학위논문
  5. 김판종(1998), '시장세분화를 통한 은행마케팅에 관한 연구', 연세대학교석사학위논문
  6. 이지수, 조수현, 손손영 (2004), 'QFD를 이용한 국내 금융기관의 프라이빗 뱅킹 서비스 설계', 품질경영학회지, 32권, 3호, pp. 153-165
  7. 이학식, 김영(1999), '서비스품질과 서비스 가치', 한국마케팅저널, 1권, p. 80
  8. 전인수(1992), '전환장벽, 모방장벽 및 지속적 경쟁우위' 경영연구, 16집, 홍익대학교 경영연구소, pp. 135-152
  9. 지명구(1997), '서비스 품질지각 평가에 관한 연구', 청주대학교 석사학위논문
  10. 채서일 (2001), 사회조사방법론, 학현사
  11. Anderson, J. C. and Narus, J. A.(1990), 'A Model of Distributor Firm and Manufacturer Firm Working Partnerships', Journal of Marketing, Vol. 54, No.1, pp. 42-58 https://doi.org/10.2307/1252172
  12. Bendapudi, N. and Berry, L. L.(1997), 'Customers' Motivations for Maintaining Relationships with Service Providers', Journal of Retailing, Vol. 73, No.1, pp. 15-37 https://doi.org/10.1016/S0022-4359(97)90013-0
  13. Berry, L. L. and Parasuraman, A.(1991), Marketing Services : Competing through Quality, New York: Free Press
  14. Blaevic, V. and Lievens, A.(2004), 'Learning During the New Financial Service Innovation Process Antecedents and Performance Effects', Journal of Business Research, Vol. 57, pp. 374-391 https://doi.org/10.1016/S0148-2963(02)00272-2
  15. Chen, A. H.(2002), 'A New Perspective on Infrastructure Financing In Asia', Pacific-Basin Finance Journal, Vol. 10, pp. 227-242 https://doi.org/10.1016/S0927-538X(02)00045-8
  16. Colgate, M. and Lang, B.(2001), 'Switching Barriers In Consumer Markets: An Investigation of the Financial Services Industry', Journal of Consumer Marketing, Vol. 18, No.4, pp, 323-347
  17. Colgate, M. and Lang, B.(2005), 'Positive and Negative Consequences of a Relationship Manager Strategy; New Zealand Banks and Their Small Business Customers', Journal of Business Research, Vol. Vol. 58, pp. 195-204 https://doi.org/10.1016/S0148-2963(02)00494-0
  18. Consoli, D.(2005), 'The Dynamics of Technological Change In UK Retail Banking Services: An Evolutionary Perspective', Research Policy, Vol. 34, pp. 461-480 https://doi.org/10.1016/j.respol.2005.02.001
  19. Cronin and Taylor, S. A.(1992), 'Measuring Service Quality: A Reexamination Extension', Journal of Marketing, Vol. 56, pp. 55-68
  20. Curry, A. and Penman, S.(2004), 'The Relative Importance of Technology In Enhancing Customer Relationships In Banking - A Scottish Perspective', Managing Service Quality, Vol. 14, No.4, pp. 331 https://doi.org/10.1108/09604520410546860
  21. Dick, A. S. and Basu, K.(1994), 'Customer Loyalty: Toward an Integrated Conceptual Framework', Journal of the Academy of Marketing Science, Vol. 22(Spring), pp, 99-113 https://doi.org/10.1177/0092070394222001
  22. Fornell, C.(1992), 'A National Customer Satisfaction Barometer: The Swedish Experience', Journal of Marketing, Vol. 56 (January), pp. 6-21 https://doi.org/10.2307/1252129
  23. Gronroos, C.(1984), 'A Service Quality Model and Its Marketing Implications', European Journal of Marketing, Vol. 18, pp. 30-44 https://doi.org/10.1108/EUM0000000004790
  24. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schelesinger, L. A.(1994), 'Putting the Service Profit chain to work', Harvard Business Review, Vol. 72, No.2, pp. 164-175
  25. Ittnet, C. D., Larcker, D. F., and Tandall, T.(2003), 'Performance Implications of Strategic Performance Measurement In Financial Services Firms', Accounting, Organizations and Society, Vol. 28, pp. 715-741 https://doi.org/10.1016/S0361-3682(03)00033-3
  26. JacksonIII, W. E., Nandakumar, P., and Roth, A. V.(2003), 'Market Structure, Consumer Banking, and Optimal Level of Service Quality', Review of Financial Economics, Vol. 12, pp. 49-63 https://doi.org/10.1016/S1058-3300(03)00006-5
  27. Jones, M. A., Mothersbaugh, D. L., and Beatty, S. E.(2000), 'Switching Barriers and Repurchase Intentions In Services', Journal of Retailing, Vol. 76, No.2, pp. 259-272 https://doi.org/10.1016/S0022-4359(00)00024-5
  28. Jones, M. A., Mothersbaugh, D. L., and Beatty, S. E.(2002), 'Why Customers Stay : Measuring the Underlying Dimensions of Services Switching Costs and Managing their Differential Strategic Outcomes', Journal of Business Research, Vol. 55, pp. 441-450 https://doi.org/10.1016/S0148-2963(00)00168-5
  29. Karakostas, B., Kardaras, D., and Papathanassiou, E.(2005), 'The State of CRM Aduption by the Financial Services In the UK: An Empirical Investigation', Information Management, Vol. 42, pp. 853-863 https://doi.org/10.1016/j.im.2004.08.006
  30. Karatepe, O. M., Yavas, U., and Babakus, E.(2005), 'Measuring Service Quality of banks: Scale development and validation, Retailing and Consumer Services', Journal of Retailing and Consumer Sevices, Vol. 12, pp. 373-383 https://doi.org/10.1016/j.jretconser.2005.01.001
  31. Keaveney, S. M.(1995), 'Customer Switching Behavior In Service Industries: An Exploratory Study', Journal of Marketing, Vol. 59, No.2, pp, 71-82 https://doi.org/10.2307/1252074
  32. Lee, M. L. and Cunningham, F.(2001), 'A Cost/Benefit Approach to Understanding Service Loyalty', Journal of Services Marketing, Vol. 15, No.2, pp, 113-130 https://doi.org/10.1108/08876040110387917
  33. Liao, Z. and Cheung, M. T.,(2002), 'Internet-based a-banking and Consumer Attitudes: An Empirical Study', Information & Management, Vol. 39, pp, 283-295 https://doi.org/10.1016/S0378-7206(01)00097-0
  34. Lopez, L. E. and Roberts, E. B.(2002) 'First-mover Advantages In Regimes of Weak Appropriability : The Case of Financial Services Innovations', Journal of Business Research, Vol. 55, pp. 997-1005 https://doi.org/10.1016/S0148-2963(01)00200-4
  35. Malhotra, N. and Murherjee, A.(2004), 'The Relative Influence of Organisational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees In Banking Call Centers', The Journal of Services Marketing, Vol. 18, No. 2-3, pp. 162-174 https://doi.org/10.1108/08876040410536477
  36. Manandhar, R. and Tang, J. C. S.,(2002), 'The Evaluation of Bank Branch Performance using Data Envelopment Analysis A Framework', The Journal of High Technology Management Research, Management Research, Vol. 13, pp. 1-17 https://doi.org/10.1016/S1047-8310(01)00045-1
  37. Parasuraman, A., Zeithaml, V. A., and Berry L. L.(1984), 'Reassessment of Expectation as a Comparison Standard In Measuring Service Quality', Journal of Marketing, Vol. 58(January), pp. 111-124
  38. Parasurman, A. Zeithaml, V. A., and Berry L. L.(1984), 'Reassessment of Expectation as a Comparison Standard In Measuring service Quality', Journal of Marketing, Vol. 58(January), pp. 111-124
  39. Parkan, C., Wu, M.-L.(1999), 'Measurement of the Performance of an Investment Bank using the Operstional Competitiveness Rating Procedure', The International Journal of Management Science, Vol. 27, pp. 201-217
  40. Patterson P. G. and Smith T.(2001), 'Relationship Benefits In Service Industries : A Replication In a Southeast Asian Context', Journal of Service Marketing, Vol. 15, No.6, pp. 425-443 https://doi.org/10.1108/EUM0000000006098
  41. Peppard, J.(2000), 'Customer Relationship Management (CRM) In Financial Services', European Management Journal, Vol. 18, No.3, pp. 312-327 https://doi.org/10.1016/S0263-2373(00)00013-X
  42. Santomero, A. M. and, Trester, J. J.(1998), 'Financial Innovation and Bank Risk Taking', Journal of Economic Behavior & Organization, Vol. 35, pp. 25-37 https://doi.org/10.1016/S0167-2681(97)00103-0
  43. Smith, A. and Bolton, R.(1998), 'An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?', Journal of Service Research, Vol. 1, No.1, pp. 65-81 https://doi.org/10.1177/109467059800100106
  44. Vermeulen, P.(2004), 'Managing Product Innovation In Financial Services Firms', European Management Journal, Vol. 22, No.1, pp, 43-50 https://doi.org/10.1016/j.emj.2003.11.012
  45. Zemke, R.(1993), 'The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side', Ing Scheuing, E. and Christopher, W. (Ed.), The Service Quality Handbook, Amacom, pp. 463-479