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모바일 뱅킹 서비스 품질이 고객 만족도 및 충성도에 미치는 영향
심윤정 ( Shim Yun Jung ),서철승 ( Seo Cheol Seung ),이동명 ( Lee Dong Myung ) 한국경영공학회 2017 한국경영공학회지 Vol.22 No.3
Nowadays a lot of companies have an insight that mobile service becomes major channel to communicate with their customers, due to widely spread mobile devices. Especially, mobile service in financial industry becomes aim of communication channel, caused by changed patterns of customer`s financial service accessibility. So this study tried to investigate factors which have effects to customer`s satisfaction and loyalty, through quality estimation for mobile banking service which is the most frequently used service to customers. Refer to preceding researches, we built factors for quality estimation and designed our study model. We used SPSS 23 and AMOS 23 to make examinations of reliability and propriety of our study model and assumptions, with total 233 answered samples to our question. Analyzed results showed that connectivity, convenience and design had effect to customer`s satisfaction, which had strong effects to their loyalty. But Empathy, fulfillment, enjoyment, responsiveness, personalization and security did not effect to customer`s satisfaction and their loyalty. Therefore, we suggested some guides for development of mobile banking service and direction for further study, based on results of this study.
이정숙,심윤정 한국의류학회 1993 한국의류학회지 Vol.17 No.3
The influences of protease on the removal of various protein soils from cotton fabrics were studied. The human epidermal stratum corneum, hemoglobin and casein were usd as protein soils. The soiled fabrics were denatured by steaming for 30 min. before washing and laundered using Terg-O-Tometer under washing conditions. The removal efficiency was evaluated by analysis of protein on the fabrics before and after washing by means of copper-Folin method. The relations between the removal and the characteristics of protease were discussed. Also the degradation of protein were examined by microscopy. The seperation of human epidermal stratum corneum after hydrolysis was examined by SDS-PAGE. The results obtained were as follow 1. The protein from the soiled cotton fabric was removed effectively by adding protease. The removal of protein was increased in proportion to increasing of the enzyme concentration up to a certain point, but it began to decrease above the point. The removal effect was high in the order of casein>human epidermal stratum corneum> hemoglobin. Especially the protein was more effectively removed in AOS solution(pH 9.5) containing enzyme. 2. When protease was used with AOS, the removal of protein was efficiently showed in relatively short time(5∼15min.) compared to using AOS only. It is due to the properties of this enzyme that reacts with very short time. 3. Even at low temperature the removal efficiency of enzyme was relatively higher compared with the activity of enzyme. The removal of protein soil was increased up to a maximum near 50℃, and then decreased. 4. The removal of protein by protease was improved with the increase of alkalinity in the pH range from 9.5 to 11.0 but it began to decrease above pH 11.0. 5. According to the increase of mechanical agitation, the removal effect was increased. But the removal efficiency of protease was more effective compared with the agitation in dertergency. 6. According to the SDS-PAGE separation and micrograph it was confirmed that the human epidermal corneum was effectively hydrolysed by the enzyme added. So the fragments of protein were removed more efficiently by means of the interfacial reaction of AOS.