Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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Convergence Service Design Using Delphi Technique : Financial Service Robot for Introduction to Bank Branches

Delphi를 활용한 융합 서비스 설계에 관한 연구 : 은행지점 도입용 금융 서비스 로봇 사례

  • 송영규 (한양대학교 일반대학원 경영컨설팅학과) ;
  • 이정우 (한국국토정보공사 공간정보연구원 정책연구실) ;
  • 한창희 (한양대학교 경영학부)
  • Received : 2019.11.13
  • Accepted : 2020.05.17
  • Published : 2020.06.30
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Abstract

This study applies the Delphi method to design services with convergence characteristics in the financial sector. In designing a service robot for practical deployment that can support and replace bank teller, the opinions and judgments of various expert groups were extracted and a consensus process was made through feedback. A total of six dimensions and thirty service elements were derived over three rounds. Coefficient of Variation and content validity were used to verify the suitability and reliability of the selected service elements. As a result, the essential service element of robots was interaction with customers, followed by basic and professional financial services. Based on these service factors, we proposed two types of service models. support mode to assist employees during business hours and alternative mode on behalf of employees outside business hours. It is hoped that this study will use the Delphi technique in the design of IT convergence services.

Keywords

References

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