Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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A Study on Service Quality in Financial Industry

금융업에서의 서비스품질에 관한 연구

  • Chung, Young-Bae (Dept. of Industrial and Management Engineering, University of Incheon) ;
  • Kim, Yon-Soo (Dept. of Industrial and Management Engineering, University of Incheon)
  • 정영배 (인천대학교 산업경영공학과) ;
  • 김연수 (인천대학교 산업경영공학과)
  • Published : 2009.12.31
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Abstract

This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.

Keywords

References

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