금융기관 종업원의 서비스지향성이 고객지향성·서비스가치·금융서비스만족도에 미치는 영향

다국어 초록 (Multilingual Abstract)

This paper is a research for empowerment affecting service orientation, customer orientation, service value, and financial service satisfaction in financial service industry having high customer interaction and customization. As employees in financial service companies are frequently to contact customers, We surveyed and analyzed their responses. As a analyzed result, empowerment is very important element for this relationship. Service orientation, customer orientation, service value, and financial service satisfaction are affected Empowerment. In many case, number of employee in service organization is used gauge to forecast amount of demand. So, we analyzed number of employee affect to relationship between service orientation and customer orientation. This hypothesis is verified the effect is existing.