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한국과 중국은행 서비스에서 가치일치성이 고객만족과 충성도에 미치는 영향: 은행 고객 유형에 따른 조절효과 분석
강만수 ( Man Soo Kang ),하홍열 ( Hong Youl Ha ) 한국고객만족경영학회 2013 고객만족경영연구 Vol.15 No.2
본 연구는 첫째, 한국과 중국의 은행고객을 대상으로 충성도에 대한 가치일치성과 만족의 구조를 비교하고, 둘째, 은행 고객 유형, 즉 한국 은행고객과 중국 은행고객에 따른 조절효과를 비교분석한다. 본 연구의 모형을 측정하고자 한국의 S은행 고객 202명과 중국의 대도시 은행고객 384명을 대상으로 연구를 진행하였다. 본 연구의 조사 결과, 한국의 S은행 고객과 중국의 대도시 은행고객과의 집단적 차이는 T-test결과 차이가 있는 것으로 나타났다. 또한 가설의 검증에서는 한국의 S은행 고객만족이 행위적충성도에 영향을 미치지 않는 것으로 나타났다. 나머지 가설은 모두 채택되어 영향을 미치는 것으로 나타났다. 본 연구모형의 조절효과를 살펴보면, 은행고객 유형 즉, 한국의 S은행 고객과 중국의 대도시 은행고객 사이의 조절효과는 가치일치성→고객만족과 고객만족→태도적충성도는 유의확률 0.1 이하로, 고객만족→행위적충성도, 태도적충성도→행위적충성도는 0.05이하로 나타났다. 본 연구의 결과를 바탕으로, 한국의 은행고객과 중국의 은행고객 사이의 유사성과 차이점에 대한 시사점 및 향후 연구에 대한 제언을 제시한다. The average profit of local banks isn`t higher than foreign banks. Up to date, Korean & Chinese banking industries have been trying to ensure profit by the diversification of work. Therefore, this study suggests the direction of policy making which contributes the service improvement of Korean & Chinese banking industry by keeping relationship and the coincidence of value in the service quality of local banks. Using two different samples(Korean S Bank vs. Chinese Banks) from Korean & Chinese banking customers, this study explores how value congruency plays an important role in bridging the relationship between satisfaction and loyalty. This study conducts two surveys with 586 customers in Korea & China. The findings suggest that there is a significant difference of the relationship between satisfaction and behavior loyalty. Specifically, the relationship is insignificant for korean bank customers, wheres it is significant for chinese bank customers. The linkage between attitudinal and behavioral loyalty has a moderated effect on customer type in both data. We discuss implications and further research..
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김홍진,강만수,권우형,서보양,권굉보 대한혈관외과학회 2000 Vascular Specialist International Vol.16 No.1
Purpose: Traditionally vascular reconstruction has been reserved for patients with limb threatening ischemia. So, the surgery for claudication has been discouraged by the fear of bypass graft failure, limb loss, and significant perioperative complication that may be worse than the natural history of the disease. However, in a minarity of patients with claudication, the symptoms progress and a severe disability can result, which limit normal daily activities. In these patients intervention may be regarded as worthwhile. Methods: To evaluate the benefit or risk of revascularization that performed in patients with disabling or incapacitating intermittent claudication, the clinical data of patients who underwent the revas-cularization for disabling claudication at Yeungnam University hospital were collected and analyzed retrospectively. Results: From January 1990 to June 1999, 98 patients with disabling claudication were performed the surgical or interventional management (13.7% of all lower limb arterial disease registration in our unit). The patients were 93 males and S females ranging from 35 to 76 years of age. The mean age was 59, with the highest mcidence among people in their 50s, followed by those in their 60s and then in their 70s. History of smoking was noted in S2.7% of the cases. The major arterial occlusive site were aortoiliac artery in 42 cases (42.9%), femoral artery in 23 cases (23.5%), iliofemoral artery in 13 cases (13.3%), popliteal artery in 4 cases (4.1%), tibial artery in 5 cases (5.1%) and multi-level occlusion in 11 cases (11.2%). The operative procedures for disabling claudication were bypass graft operation in 70 cases, thromboembolectomy in 5 cases, endarterectomy in 4 cases and percutaneous trawluminal angioplasty (PTA) in 19 cases. Arterial bypass operations were aortobifemoral or aortobioooliteal bvaass in 17 cases. iliofemoral bvoass in 8 cases. femorotnpliteal bypass in 16 cases. femorotibial bypass in 3 cases, popliteotibial bypass in 6 cases, axillobifemoral bypass in 7 cases and femorofemoral bypass in 13 cases. In 98.4% of the operative cases, the early outcome was good with 3+ to 2+ rating according ta Rutherford criteria and cumulative 12, 24, 60-month primary and secondary patency rates were 83,3%, 76.4%, 71.3% and 87.8%, 86.3%, 81.8%. The operative mortality rates were 0% and no limb loss was noted in this series. Conclusion: In summary, arterial reconstruction for disabling claudication is noted as safe and durable procedure in some selective patients. Therefore, surgical intervention are valid treatment option in selected patients with disabling claudication.
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