금융산업의 사회적 자본이 금융 서비스품질 및 금융소비자 고객만족에 미치는 영향 = The Effects of Social Capital of the Financial Industry on the Quality of Financial Services and Customer Satisfaction

다국어 초록 (Multilingual Abstract)

This study examines the social capital in finance impact on the service quality and customer satisfaction in the financial sector by using structural equation model. a total of 400 people filled out a questionnaire and 220 valid questionnaires were used for statistical analyses. Also, reliability analysis and factor analysis were performed in questionnaires analysis. The result of reliability and factor analysis is that the Social capital in finance is consisted with 4 factors that is trust in the financial industry, cooperative networks in financial institutions and consumers, norms that are mutually beneficial and ethical foundation in financial sector and The quality of financial services is consisted with 3 factors that is the quality of the financial services company, the quality of financial products and the qualities of the sales or manage person in financial firms. and The result of verification of the hypotheses using structural equation model is that the social capital in finance affects the positive(+) to the service quality and customer satisfaction in the financial sector. so we suggests that to improve the quality of financial services and customer satisfaction we efforts to develop the social capital in the financial industry, such as enhancing the financial industry` trust and providing a mutually beneficial norms of the financial industry.

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