은행 산업의 비대면 서비스품질 측정도구에 관한 연구

초록

The convergence of services and information technology is leading to a gradual rise in non-face-to-face services in the bank industry, the evaluation of non-face-to-face services has mainly been recognized as a part of face-to-face services evaluation. In this regard, this study measures the consistency levels of three non-face-to-face services provided by the convergence of technology and services to evaluate the consistency level of non-face-to-face financial services offered at three touch points. These non-face-to-face services do not use the SQI evaluation method, previously focused on face-to-face services. In order to measure the consistency level of non-face-to-face services, we used the process capability index that was previously used in the manufacturing process to evaluate technology-focused service processes based on information technology. Furthermore, an analysis on the characteristics of non-face-to-face services offered in three touch points for each business was carried out. As a result of the analysis, are as follows: First, this study is differentiated from previous studies in that it measured the consistency level of reliable service provision capability in order to analyze the characteristics of non-face-to-face services of eight domestic banks. Second, this study managed to make an academic contribution with a differentiated study which presented a new measurement tool to improve the productivity of the service industry and evaluate the qualitative level of the industry.

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