Determinants of Service Quality on Customer Loyalty of Financial Agency -Focused on Suhyup Bank-
금융기관 서비스품질의 고객충성도 결정요인 -수협은행을 중심으로-

Sang-Jun Lee, Sang-Yup Lee
2014 Journal of Digital Convergence  
The purpose of this research is to explore ways to raise the quality of the financial services of Suhyup Bank, to secure its customers' loyalty, and to help it achieve sustainable growth. The results of this research showed that the ways to improve the service quality of Suhyup Bank are as follows: establish a relationship between its customers' satisfaction with the usefulness, creativity, reliability, and safety of its services and its customer management based on its customers'
more » ... mers' decision-making factors; establish service improvement schemes that consider new customer needs and desires; and improve its service quality and raise its internal quality factors, which are the keys to its expansion to customized services.
doi:10.14400/jdc.2014.12.4.193 fatcat:5izp7ai3szfrni4glxanecj25m