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왕문첩(Wenjie Wang),염창선(Chang-Sun Yum) 한국정보기술학회 2015 한국정보기술학회논문지 Vol.13 No.4
According to increasing sharply use of smartphone in the recent year, domestic banks are showing a lot of attention to service quality and customer satisfaction of smartphone banking for the success of the business. This paper is to find out and analyze the service quality factors of customer satisfaction as the critical success factors of smartphone banking. The result of this research shows that efficiency, fulfillment, and privacy have a significant positive influence on customer satisfaction. On the other hand system availability and empathy don’t have a significant positive influence on customer satisfaction. Customer satisfaction has a significant positive influence on loyalty. These research findings suggest the clue for making smartphone banking successful.