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

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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A Study for Analysing Key Factors for Establishing the Omni-Channel Customer System in a Financial Enterprise Using ANP

ANP 모형을 이용한 금융기업의 옴니채널 고객 시스템의 중요 구축 요소 분석

  • Hwang, Hyun-Cheon (Public Policy and Information Technology, Seoul National University of Science & Technology) ;
  • Kim, Woo-Je (Public Policy and Information Technology, Seoul National University of Science & Technology)
  • 황현천 (서울과학기술대학교 IT정책대학원) ;
  • 김우제 (서울과학기술대학교 IT정책대학원)
  • Received : 2020.02.05
  • Accepted : 2020.03.01
  • Published : 2020.03.31
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Abstract

The omni-channel customer system is the communication system between enterprise and customer via multiple channels such as mail, email, SMS, and mobile. The omni-channel customer system complements each other channel through the integration of each channel. The purpose of this research is to derive key factors and calculate the weights that a financial enterprise considers when adopting the omni-channel customer system. For this research, we analyzed the request for proposal documents used for the omni-channel customer system implementation projects in the financial enterprise. Also, we derived, classified, and stratified the key factors to be considered for the introduction of the omni-channel customer system in the financial enterprise. As a result of analyzing the key factors, customer experience, operations, and security were identified as the components of the top category in introducing the omni-channel customer system in the financial sector. Furthermore, the weight for each key factor was calculated by using ANP. As a result of ANP, operations, customer experience, and security were important in order. Also, the degree of easiness for connecting with other systems and the various abilities for representing the contents of the omni-channels were derived as the important key factors.

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