미등록대부업 이용 금융소비자의 특성: 등록대부업 이용 금융소비자와의 비교를 중심으로

곽민주(Minjoo Gwak),김민정(Minjeung Kim),서가연(Gayeon Seo),한지형(Jihyung Han) 한국FP학회 2021 Financial Planning Review Vol.14 No.3

본 연구는 대부업(등록/미등록)을 이용한 금융소비자의 특성을 파악하고, 이들이 서민지원금융이나 등록대부업체를 이용하지 않은(또는 못한) 이유와 선택 방법 등을 파악함으로써 불법사금융 이용으로 인한 피해 예방 및 금융당국의 불법사금융 관리감독 등에 대해 정책적 함의를 도출하고자 하였다. 연구의 주요 결론은 다음과 같다. 첫째, 불법사금융 이용가능성이 높은 집단으로 가구주의 연령이 50대 가계, 가구주의 최종학력이 고등학교 졸업인 가계, 자영업자 가계, 이혼이나 사별, 별거한 가구, 가구원수가 2인 이하인 가계, 월소득이 300만원 이하인 가계가 도출되었다. 향후 각 집단에 맞는 대출이용 정보제공 및 교육이 필요할 것이다. 둘째, 금융소비자들이 불법대부 이용에 대한 올바른 지식을 갖도록 금융교육을 강화하고, 그들의 니즈 및 특성에 부합하는 정보를 효율적으로 찾을 수 있도록 하는 통일되고 체계적인 정보지원시스템을 구축할 필요가 있다. 셋째, 제1,2금융권 또는 등록대부업체에서 신용이용이 거절되거나 제한되는 경우 해당 금융소비자에게 정책지원프로그램 및 서민금융제도에 대한 정보를 안내하도록 권고함으로써 대부이용자들이 적어도 미등록대부(불법사금융)를 이용하지 않도록 도와주는 역할을 할 수 있을 것으로 생각된다. 넷째, 대부이용자의 대부금 주사용처로 유흥 및 오락자금으로 응답한 이용자가 전체의 10% 정도이며 다른 대출금을 상환하기 위해서라고 응답한 경우도 21% 정도에 달한다. 이에 비합리적 대부이용 행태를 개선하기 위하여 대출기관-재무상담 기관의 연계를 추진할 필요가 있다. 다섯째, 대부이용자의 대부업체 인지경로를 살펴본 결과 인터넷, 지인, TV광고를 통해 알게 된 경우가 많았고 특히 미등록대부 이용자의 경우에는 지인을 통해 업체를 인지한 경우가 압도적으로 높았다. 이에 등록대부에 대한 광고 규제 및 미등록대부에 대한 관리감독이 필요할 것이다. 특히 미등록업체 이용에 대해서는 불법사금융 이용에 대한 경고, 등록대부와 미등록대부의 구별 필요성 인식 향상 및 관련 정보 제공, 보다 실효성 있는 금융소비자 지향적인 확인 방법을 모색할 필요가 있다. 마지막으로 금융소비자가 등록/미등록대부를 쉽게 구분할 수 있는 방법을 고민하여 금융소비자들이 별도의 사이트 등을 통해 확인하지 않더라도 등록여부를 구분지을 수 있는 방안을 모색하는 것도 고려해야 한다. The purpose of this study is to prevent damage caused by financial consumers using illegal private finance use and improve the financial authorities" illegal private finance by identifying reasons why financial consumers using unregistered loan companies did not (or failed) to use low-income support finance or registered loans. This study provides policy implications for management and supervision of illegal private finance by Korean financial authorities. The main conclusions of the study are as follows. First, households in their 50s, high school graduates, self-employed households, divorced or widowed, separated households, households with two or fewer members, and households with a monthly income of 3 million won or less may be the most vulnerable groups to the possibility of using illegal private finance. A variety of household characteristics show us the importance of providing customized loan information and education for each group. Second, it will be necessary to strengthen financial education so that financial consumers have the proper knowledge concerning the use of illegal loans, and to establish a unified and systematic information system so that they can efficiently find information that meets their needs. Third, as an alternative to the refusal/restriction of credit use in the first and second financial institutions or registered lending companies, it is recommended that financial consumers subject to loan restrictions be informed about government loans and low-income financial institutions, so that loan users can receive a registered loan. This will play a role in helping people avoid using unregistered loans (illegal finance). Fourth, about 10% of the users responded with entertainment and entertainment funds as the place of loan injection for loan users, and about 21% of those answered that it was to repay other loans. It is strongly recommended to promote the linkage between lending institutions and financial counseling institutions to improve irrational loan use behavior. Fifth, as a result of examining the recognition pathways of loan users, most found information through the Internet, acquaintances, and TV advertisements. As seen above, information sources affect the financial decisions of loan users as well as the overall quality of their lives. Therefore, there needs to be much more effort to supervise the potentially harmful effects of imprecise possible sources such as information from acquaintances of the internet. Also, to raise awareness of the necessity of distinguishing between registered and unregistered loans, it is necessary to devise more effective ways to allow consumers differentiate registered loans from unregistered loans.

보험 관련 소비자문제 감소를 위한 보험소비자역량 향상 방안

곽민주 ( Gwak Minjoo ) 한국소비자학회 2019 소비자학연구 Vol.30 No.3

In today's financial environment characterized by civil complaints about incomplete sales and ongoing launches of various insurance products, it is important for financial consumers to develop the capabilities needed to protect themselves as well as powerful financial policies to regulate insurance companies for their protection. This study thus set out to develop a scale of “insurance consumer competency” to figure out the level of insurance competency among financial consumers and examine the level of insurance consumer competency with the scale. For these purposes, the investigator conducted an online survey with 1,000 financial consumers as well as experts for their opinions. The main findings were as follows: First, the investigator devised a set of items based on previous studies and expert opinions, tested the items in the process of ensuring validity in measurements, and selected items both with validity and reliability. The final scale consisted of eight items on insurance consumers' attitudes, 37 on insurance consumers' knowledge(six on insurance terms, 11 on insurance products, and 20 on the stages of insurance purchasing), and 12 on insurance consumers' skills. Secondly, they scored 55.56 out of 100 in insurance consumer competency, and their scores were a little bit above the median point. Of the subareas, they scored the highest points in insurance consumers' knowledge(56.59), which was followed by insurance consumers' skills(55.22) and insurance consumers' attitudes(55.20) in the order. As part of efforts to improve insurance consumers' attitudes that scored the lowest points, insurance companies need to carry out active promotional activities and minimize civil complaints about insurance so that financial consumers will be able to consider insurance positively. Finally, the study examined differences in insurance consumer competency according to the general characteristics of the subjects and found that financial consumers' insurance competency were high according to the following sociodemographic characteristics: old age, high educational background, an occupation in business administration/management/profession/office/technical, living in one's own house or in lease, a spouse, many family members, and experiences with insurance-related education. As for economic characteristics, the level of insurance competency was high among financial consumers with high average monthly household income and high average monthly household living expenses.

신용카드서비스의 전환의향 결정요인 분석 - 소비자만족도를 중심으로 -

곽민주(Gwak, MinJoo) 한국소비문화학회 2019 소비문화연구 Vol.22 No.2

The purpose of this study is to investigate the difference of consumer satisfaction level and the factors that determine the intention of switching for consumers who use credit cards so that the credit card industry, which is in the stage of maturity, can implement a defensive strategy to maintain customers. To do this, we conducted online surveys of 1,600 consumers who mainly use credit cards when purchasing items. The main results of this study are as follows: First, the proportion of respondents who answered that they were willing to change their credit card service was ‘not (68.3%)’ was higher than that of ‘yes’ (31.7%), and the reason why I want to change is that ‘the discount rate is low’. Second, as a result of examining the differences in the characteristics of credit card usage according to the intention of switching credit card service, it was found that there was a significant difference between the main reason of using credit card and the average discount rate. In other words, it is shown that discount rate is the main variable that determines the switching intention of credit card service. Consumers who do not want to switch the credit card are using credit card with higher discount rate than consumers who want to switch it. Third, as a result of the factor analysis to examine the level of customer satisfaction by subcategories of credit card service, it was classified into four factors. The level of customer satisfaction was the ease of information search (3.64 points)> responding to customers and empathy(3.53 points)> Price service (3.31 points)= supplementary benefit service(3.31 points). Therefore, it is necessary to improve the price service and the supplementary benefit service.Fourth, as a result of examining the difference of customer satisfaction according to the intention of switching credit card service, there was a meaningful difference in all items, suggesting that customer satisfaction is a key variable that is strongly related to the intention to switch. Fifth, the factors that determine the intention of switching of credit card service are marital status, main reason for using credit card service, customer satisfaction for price service and supplementary benefit service, among which price service is the most influential explanatory variables.

IPA 기법을 이용한 보험금 지급서비스 품질에 관한 연구

김민정 ( Kim Minjung ),곽민주 ( Gwak Minjoo ) 한국금융소비자학회 2019 금융소비자연구 Vol.9 No.3

본 연구는 보험금 청구 경험이 있는 금융소비자를 대상으로 IPA 기법을 이용하여 보험금 지급서비스에 대한 중요도와 만족도 차이를 분석하고 보험금 지급서비스에 대한 개선점을 제언하고자 한다. 이를 위해 보험금 청구 경험이 있는 472명을 분석에 이용하였다. 주요 연구결과는 다음과 같다. 첫째, 보험금 지급 특성을 살펴본 결과, 보험금을 지급받은 적이 있다고 응답한 비율이 95.1%로 대부분의 금융소비자가 청구한 보험금을 지급받은 것으로 나타났다. 지급받은 평균 보험금은 218만원이었으며, 지급까지 걸린 기간은 평균 11일이었다. 둘째, 보험금 지급서비스에 대해 소비자가 중요하게 생각하는 것에 대한 응답은 4.02점∼4.45점의 점수 분포를 보였으며, 가입 당시 약속한 보험금 지급(4.45점)>보험금지급의 신속성(4.27점)>보험금 지급 절차의 간편성(4.18점)>보험회사 직원의 전문적 지식(4.11점)>보험회사 직원의 친절한 서비스(4.04점)>보험금 처리 과정의 알림서비스(4.02점) 순이었다. 셋째, 보험금 지급서비스에 대한 금융소비자의 만족도 점수는 3.60점∼3.85점의 점수 분포로, 가입 당시 약속한 보험금 지급(3.85점)>보험금 지급의 신속성(3.73점)>보험금 지급 절차의 간편성(3.71점)>보험회사 직원의 친절한 서비스(3.68점)>보험회사 직원의 전문적 지식(3.63점)>보험금 처리 과정의 알림서비스(3.60점)의 순이었다. 넷째, 보험금 지급서비스의 중요도와 만족도 문항 차이를 살펴본 결과, 보험금 지급서비스는 중요도 수준에 비해 만족도 수준이 낮은 것으로 나타났다. 특히 금융소비자는 가입 당시 약속한 보험금 지급에 대해 만족하고 있지만, 그 중요도에 비해 만족도 수준이 낮았다. 또한 보험금 지급서비스의 IPA 매트릭스를 살펴본 결과, 과잉되어 있는 보험금 지급 절차의 간편성에 대한 노력을 다른 곳으로 집중시키고 소비자에게 중요한 1사분면에 속해있는 가입 당시 약속한 보험금 지급과 보험금지급의 신속성 등의 속성들을 유지시키기 위한 노력이 필요한 것으로 나타났다. This study set out to analyze differences between the importance and satisfaction of insurance payment service based on the IPA among financial consumers with insurance claim experiences and propose improvement measures for insurance payment service. For these purposes, the study analyzed the cases of 472 consumers with insurance claim experiences. The major findings were as follows: First, the study examined the characteristics of insurance payment and found that as high as 95.1% of financial consumers had their “insurance paid,” which indicates that most financial consumers had the insurance they claimed paid. The average sum of insurance was 2,180,000 won. It took mean 11 days to have their insurance paid. Second, the financial consumers scored 4.02~4.45 points in the importance of insurance payment service. They placed the highest importance on payment of the promised insurance at the time of subscription(4.45), which was followed by the speed of insurance payment(4.27), simplicity of the insurance payment procedure(4.18), expertise of employees at an insurance company(4.11), kind service of employees at an insurance company(4.04), and notification service for the insurance payment process(4.02) in the order. Third, the financial consumers scored 3.60~3.85 points in satisfaction with the insurance payment service. Their satisfaction level was the highest in the payment of promised insurance at the time of subscription(3.85), speed of insurance payment(3.73), simplicity of the insurance payment procedure(3.71), kind service of employees at an insurance company(3.68), expertise of employees at an insurance company(3.63), and notification service for the insurance payment process(3.60) in the order. Finally, the study examined differences between the importance and satisfaction items of insurance payment service and found that the satisfaction level was lower than the importance level in insurance payment service. The financial consumers were satisfied with the payment of promised insurance at the time of subscription, but their satisfaction level was lower than the importance in the item. The study also examined the IPA matrix of insurance payment service and raised a need to concentrate the excessive efforts made for the simplicity of the insurance payment process and make efforts to keep the attributes in Quadrant 1.

청년층 1인 임차가구의 주거비부담 영향요인 분석

이상운 ( Lee Sangun ),곽민주 ( Gwak Minjoo ) 한국금융소비자학회 2019 금융소비자연구 Vol.9 No.3

소득 여력이 낮은 청년층은 학업 및 취업 기간의 연장, 결혼관의 변화로 인한 결혼의 지연과 포기로 인해 1인 가구가 증가하고 있어 주거수준이 열악하거나 소득 대비 주거비가 과도하여 주거불안층으로 분류할 수 있다. 본 연구에서는 2018년 주거실태조사를 이용하여 청년층 1인 임차가구의 주거비부담 수준과 그 영향요인을 살펴보았다. 본 연구의 주요 연구결과는 다음과 같다. 첫째, 청년층 1인 임차가구의 주거 특성을 살펴본 결과, 다가구 단독주택(52.8%)의 비율과 보증부 월세(89.1%) 비율이 가장 높았다. 매월 평균 8만원의 주거관리비와 38만원(보증금을 월세로 전환하여 합산한 금액)의 월세를 지출하고 있었다. 둘째, 청년층 1인 임차가구의 주관적 주거비부담은 3.13점으로 주관적인 주거비부담 수준이 높았으며, 객관적 주거비부담(RIR)은 평균 26.03으로 월 소득 대비 26.03%를 임대료로 지출하고 있었다. 또한 청년층 1인 임차가구의 25%가 주거비 과부담 기준(30%)을 초과하여 임대료를 지출하고 있었다. 셋째, 청년층 1인 임차가구의 주거비부담 영향요인으로 성별, 직업, 거주지역, 임대주택 유형인 것으로 나타나 여성 가구주이고, 상용근로자가 아닌 경우, 서울 및 경기도와 민간 임대주택에 거주하는 경우 주거비부담이 높은 것으로 나타났다. 이러한 영향요인을 기반으로 하여 청년층 1인 임차가구의 주거비부담을 낮추기 위한 맞춤형 주거복지 지원정책을 펼쳐야 할 것으로 생각된다. The young population with lower income capacity have prolonged years of study and job hunting and different views of marriage from the older generation, which leads to their delaying or giving up marriage. As a result, single-person households are growing among the young population with inferior housing levels or excessive housing cost to income ratio. They are thus classified into the unstable housing category. This study set out to investigate the housing cost level of single-youth renter houses and its influential factors based on the data of Korea Housing Survey 2018. The main findings were as follows: First, the study examined the housing characteristics of single-youth renter households and found that multi-family detached houses(52.8%) and monthly recent with a security deposit(89.1%) recorded the highest percentage. They spent average 80,000 won on housing maintenance and 380,000 won(including the security deposit converted into monthly rent) on monthly rent a month. Second, single-youth renter households scored 3.13 points in subjective housing cost burden, which indicates that they had a high level of subjective housing cost burden. Their objective housing cost burden(RIR) were mean 26.03, which means that they spent 26.03% of their monthly income on rent. In addition, 25% of single-house renter households paid rents over the excessive housing cost burden standard(30%). Finally, factors influencing the housing cost burden of singleyouth households were gender, occupation, area of residence, and type of rental house. The level of housing cost burden was high among female householders that were not regular employees, lived in Seoul or Gyeonggi Province, and resided in a private rental house. These findings raise a need to implement policies to support custom housing welfare based on the influential factors identified in the study to lower the level of housing cost burden for single-youth renter households.