IT 거버넌스 메커니즘, 서비스 혁신 채택 및 품질이 성능, 고객 만족 및 접근성에 미치는 영향 평가 사례 : 나이지리아 모바일 뱅킹 서비스

학위논문 (박사) -- 서울대학교 대학원 : 공과대학 협동과정 기술경영·경제·정책전공, 2020. 8. Hwang Junseok .세계 은행 통계에 따르면 전 세계 20억 명 이상의 사람들이 은행과 금융 서비스를 이용할 수 없다. 2억 명이 넘는 인구를 가지고 있으며 사하라 이남 아프리카에서 가장 높은 인구를 가진 나라 중 하나로 손꼽히는 나이지리아에서는 성인 인구의 60% 이상이 은행을 이용하지 않는다. 반면 모바일 기술의 침투는 자리를 잡아가며 90% 이상의 국내 침투 경험을 쌓게 되었다. 본 연구는 어떻게 모바일 기술의 혁신적인 금융 서비스를 활용하여 나이지리아에 금융을 확장시킬 수 있는지를 탐구한다. 다음의 질문을 답하기 위하여 세 가지 다른 관점으로 연구를 수행하였다. 1. 나이지리아 은행이 보다 체계적인 금융 포용을 달성하는 데 있어서 회사 성과를 향상을 위한 혁신적인 서비스를 채택이 어떻게 체계적으로 더 조직화 될 수 있는지에 대한 방법적 측면 2. 고객에게 제공되는 현재의 디지털 금융 서비스 품질은 새로운 혁신 서비스를 개선하고 적응 시켜서 고객이 만족할 수 있도록 해야함. 3. 서비스 제공 혁신을 통해 은행은 고객의 접근성 및 만족도를 높이기 위해 품질, 가격 및 서비스 신뢰에 대한 고객의 인식을 이해하는 것이 중요함. 이러한 세 가지 연구 프레임의 결과는 서비스 혁신이 나이지리아에 금융 포함을 증가시키기 위한 도구로 채택될 때 IT 거버넌스 메커니즘, 서비스 품질 성능, 가격 가치 및 신뢰가 기업 성과, 고객 만족도, 사용자 접근성의 요인에 영향을 미친다는 것을 보여주었다. 본 논문은 혁신적인 금융 서비스와 결합한 기술의 한 형태로서의 모바일 뱅킹을 어떻게 활용하여 금융 서비스의 접근성을 높이고 제공할 수 있는지에 대한 통찰력을 제공한다. 이 연구의 관리 정책적 의미는 사람들이 금융 서비스에 접근할 수 있는 비율을 증가시키는 데 사용될 수 있고, 이론적 의미는 더 많은 금융 포함을 달성하기 위한 혁신적인 방법을 채택하는 은행의 준비 상태를 평가하는 데 사용될 수 있다.According to World Bank statistics, more than two billion people in the world have no access to banks and financial services. In Nigeria, which has over 200 million people, making it one of the highest populations in sub-Saharan Africa, more than 60% of the adult population are unbanked. On the other hand, mobile technology penetration has been gaining ground and has experienced more than 90% penetration into the country. This research explores how innovative financial services on mobile technology can be leveraged to increase financial inclusion in Nigeria. Three different perspectives were developed to determine the following: 1. How Nigerian banks can become more organized to adopt the right innovative services that will improve their firm performance in achieving more financial inclusion; 2. The present quality of digital financial services that are provided to customers need to improve and adapt to new innovative services to ensure they remain satisfied; and 3. With service delivery innovations, it is vital for banks to understand the perceptions of their customers on quality, pricing charges, and trust of services to increase user accessibility and satisfaction. Our results from these three research frameworks have shown that IT governance mechanisms, service quality performance, price value, and trust are influencing factors of firm performance, customer satisfaction, and user accessibility when service innovation is adopted as a tool to increase financial inclusion in Nigeria. This dissertation provides insight into how mobile banking as a form of technology in combination with innovative financial services can be utilized to provide and increase the accessibility of financial services. The studys managerial policy implications can be used to increase the rate at which people can access financial services and the theoretical implications can be used by academicians to assess banks readiness in adopting innovative ways to achieve more financial inclusion.Chapter 1. Overall Introduction 1 1.1 Motivation 1 1.2 Problem Statement 2 1.3 Research Objectives 4 1.4 Research Questions 4 1.5 Research Methodology 5 1.6 Research Outline 8 1.6.1 Research Design 9 1.6.2 Nigeria: Case Study 11 Chapter 2. Literature Review 14 2.1 Corporate Governance 14 2.2 IT Governance: Definitions 15 2.3 Service Innovation 20 2.4 Mobile Banking in Nigeria 25 Chapter 3. Theoretical Framework 29 Chapter 4. IT Governance Mechanisms: Impact on Service Innovation as a Mediator and Improving Factor for Firm Performance in the Banking Sector 35 4.1 Introduction 35 4.1.1 Research Objective 39 4.1.2 Research Questions 40 4.2 Literature Review 40 4.2.1 IT Governance Mechanism 40 4.2.2 Service Innovation Dimensions 45 4.2.3 Firm Performance 48 4.3 Proposed Research Model and Hypotheses 48 4.4 Methodology and Data Collection 55 4.5 Results Analysis 59 4.5.1 1st Model Descriptive Statistics 59 4.5.2 1st Model Measurement Model 62 4.5.3 1st Model Structural Model 67 4.5.4 2nd Model Description Statistics 69 4.5.5 2nd Model Measurement Model 70 4.5.6 2nd Model Structural Model 73 4.5.7 3rd Model Description Statistics 75 4.5.8 3rd Model Measurement Model 77 4.5.9 3rd Model Structural Model 80 4.5.10 Mediation Effects of Models 1, 2 and 3 82 4.6 Discussion 85 4.7 Implications 86 4.8 Contributions 90 4.9 Sub-conclusion 91 Chapter 5. Evaluating the Influence of Service Innovation and SERVPERF Model on Customer Satisfaction: Case Study of Nigerian Mobile Banking Services 93 5.1 Introduction 93 5.1.1 Research Objective 95 5.1.2 Research Questions 95 5.2 Literature Review 96 5.2.1 Exploitation and Exploration Service Innovation 96 5.2.2 Service Quality Performance 97 5.2.3 Customer Satisfaction 102 5.3 Proposed Research Model and Hypotheses 103 5.4 Methodology and Data Collection 107 5.5 Results Analysis 111 5.5.1 Descriptive Statistics 111 5.5.2 Collinearity 112 5.5.3 Measurement Model 114 5.5.4 Structural Model 118 5.6 Discussion 120 5.7 Implications 121 5.8 Contributions 123 5.9 Sub-conclusion 124 Chapter 6. Investigating Factors Impacting User Accessibility and Satisfaction in Mobile Banking Service Delivery: A SEM-ANN Hybrid Predictive Analysis Approach 126 6.1 Introduction 126 6.1.1 Research Objective 129 6.1.2 Research Questions 130 6.1.3 Research methodology 130 6.2 Literature Review 132 6.2.1 Service Delivery Innovation 132 6.2.2 DeLone and McLean Model 133 6.2.3 Mobile Banking Technologies and Services 143 6.3 Proposed Research Model and Hypotheses 148 6.4 Methodology and Data Collection 152 6.5 Results Analysis 156 6.5.1 Descriptive Statistics 156 6.5.2 Collinearity 157 6.5.3 Measurement Model 158 6.5.4 Structural Model 162 6.5.5 Predictive Analysis Using PLSpredict 164 6.5.6 Predictive Analysis Using Artificial Neural Networks 168 6.6 Discussion 179 6.7 Implications 180 6.8 Contributions 182 6.9 Sub-conclusion 184 Chapter 7. Conclusion 187 7.1 Summary 187 7.2 Contributions 191 7.3 Policy Implications 193 7.4 Limitations and Future Research 199 Bibliography 201 Appendix 1 245 Appendix 2 266 Abstract (Korean) 273Docto

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