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

Effect of trust of business social responsibility on business performance of small scale industries: Structural equation modelling approach

The objective of this paper is to provide links between Trust of Business Social Responsibility on business performance. Specifically the relationship between Trust of BSR on business performance of Small Scale Industries was examined in this study. This study comprised samples from 800 owners/managers of Small Scale Industries. A cross sectional design was employed to examine the influence of Trust of BSR on Business performance. Data were collected using self-administered questionnaire and analyzed using SPSS version 18 and AMOS graphics version 18.The result of this study shows that all variables achieved measurement model; Composite Reliability and Average Variance Extracted (AVE) are all above yardsticks of 0.7 and 0.5 respectively.The results of hypothesized relationships revealed that Trust of BSR was significantly related to Business performance.Finally, the model indices satisfied the adoption of using Structural Equation Modeling.The utilization of cross-sectional study served as one shortcoming and adoption of only Small Scale Industries owners/managers in Kano state Nigeria limits the generalizability of the findings.A significant implication of this research is the finding which gives light to owners/managers of Small Scale Industries to focus on Trust of BSR which in consequential lead to Business Performance.The findings are new and distinctive from previous research.The result of this research is based on a sample of Small Scale Industries owners/managers in Kano, Nigeria.The result is very imperative to academics and practitioners of Small Scale Industries worldwide

Digital and Home Healthcare Survey among Nigerians: Assessing Awareness, Preferences, and Willingness to Pay for an Integrated Healthcare Ecosystem to achieve Universal Health Coverage

Introduction: The COVID-19 pandemic highlighted the need for evolving an integrated healthcare ecosystem that will connect patients to digital and home healthcare to achieve universal health coverage. The survey aims to assess perceptions and preferences about digital and home healthcare services and develop an integrated healthcare ecosystem. Methods: A survey of 254 Nigerians was conducted to assess their awareness, preferences, and willingness to pay for digital and home healthcare services using electronic questionnaires, and the data were analysed using SPSS 16.0. Results: Males constituted 70.9%, and 61.4% were aged ≤35 years. Two-third were clients, and a third were healthcare providers. Although about 71% patronized public hospitals, there was poor satisfaction (31.7%) than those attending private hospitals that were more satisfied. The male gender, private hospital utilization, and age of ≤35 years were associated with the satisfaction with OR 1.19 (95% CI 0.69-2.05), OR 1.22 (95% CI 0.73-2.04), and OR 2.41 (95% CI 1.38-4.20) respectively. Thirty minutes was the acceptable delay in receiving care by most respondents.  Only 39.4% were aware of digital health, and 52.8% were aware of home healthcare.  Male gender was associated with DH awareness, while being a healthcare provider was associated with both DH and home healthcare awareness. The respondents' median amount was willing to pay for DH and HH respondents is $1.64 -$6.56 and $3.28 –$6.56, respectively. Conclusion: In response to the survey result, we designed an integrated hospital, digital, and home healthcare project named eDokta, to leapfrog the attainment of universal health coverage in Nigeria

Digital and Home Healthcare Survey among Nigerians: Assessing Awareness, Preferences, and Willingness to Pay for an Integrated Healthcare Ecosystem to achieve Universal Health Coverage

Introduction: The COVID-19 pandemic highlighted the need for evolving an integrated healthcare ecosystem that will connect patients to digital and home healthcare to achieve universal health coverage. The survey aims to assess perceptions and preferences about digital and home healthcare services and develop an integrated healthcare ecosystem. Methods: A survey of 254 Nigerians was conducted to assess their awareness, preferences, and willingness to pay for digital and home healthcare services using electronic questionnaires, and the data were analysed using SPSS 16.0. Results: Males constituted 70.9%, and 61.4% were aged ≤35 years. Two-third were clients, and a third were healthcare providers. Although about 71% patronized public hospitals, there was poor satisfaction (31.7%) than those attending private hospitals that were more satisfied. The male gender, private hospital utilization, and age of ≤35 years were associated with the satisfaction with OR 1.19 (95% CI 0.69-2.05), OR 1.22 (95% CI 0.73-2.04), and OR 2.41 (95% CI 1.38-4.20) respectively. Thirty minutes was the acceptable delay in receiving care by most respondents.  Only 39.4% were aware of digital health, and 52.8% were aware of home healthcare.  Male gender was associated with DH awareness, while being a healthcare provider was associated with both DH and home healthcare awareness. The respondents' median amount was willing to pay for DH and HH respondents is $1.64 -$6.56 and $3.28 –$6.56, respectively. Conclusion: In response to the survey result, we designed an integrated hospital, digital, and home healthcare project named eDokta, to leapfrog the attainment of universal health coverage in Nigeria

Digital and Home Healthcare Survey among Nigerians: Assessing Awareness, Preferences, and Willingness to Pay for an Integrated Healthcare Ecosystem to achieve Universal Health Coverage

Introduction: The COVID-19 pandemic highlighted the need for evolving an integrated healthcare ecosystem that will connect patients to digital and home healthcare to achieve universal health coverage. The survey aims to assess perceptions and preferences about digital and home healthcare services and develop an integrated healthcare ecosystem. Methods: A survey of 254 Nigerians was conducted to assess their awareness, preferences, and willingness to pay for digital and home healthcare services using electronic questionnaires, and the data were analysed using SPSS 16.0. Results: Males constituted 70.9%, and 61.4% were aged ≤35 years. Two-third were clients, and a third were healthcare providers. Although about 71% patronized public hospitals, there was poor satisfaction (31.7%) than those attending private hospitals that were more satisfied. The male gender, private hospital utilization, and age of ≤35 years were associated with the satisfaction with OR 1.19 (95% CI 0.69-2.05), OR 1.22 (95% CI 0.73-2.04), and OR 2.41 (95% CI 1.38-4.20) respectively. Thirty minutes was the acceptable delay in receiving care by most respondents.  Only 39.4% were aware of digital health, and 52.8% were aware of home healthcare.  Male gender was associated with DH awareness, while being a healthcare provider was associated with both DH and home healthcare awareness. The respondents' median amount was willing to pay for DH and HH respondents is $1.64 -$6.56 and $3.28 –$6.56, respectively. Conclusion: In response to the survey result, we designed an integrated hospital, digital, and home healthcare project named eDokta, to leapfrog the attainment of universal health coverage in Nigeria

Antimicrobial resistance among migrants in Europe: a systematic review and meta-analysis

BACKGROUND: Rates of antimicrobial resistance (AMR) are rising globally and there is concern that increased migration is contributing to the burden of antibiotic resistance in Europe. However, the effect of migration on the burden of AMR in Europe has not yet been comprehensively examined. Therefore, we did a systematic review and meta-analysis to identify and synthesise data for AMR carriage or infection in migrants to Europe to examine differences in patterns of AMR across migrant groups and in different settings. METHODS: For this systematic review and meta-analysis, we searched MEDLINE, Embase, PubMed, and Scopus with no language restrictions from Jan 1, 2000, to Jan 18, 2017, for primary data from observational studies reporting antibacterial resistance in common bacterial pathogens among migrants to 21 European Union-15 and European Economic Area countries. To be eligible for inclusion, studies had to report data on carriage or infection with laboratory-confirmed antibiotic-resistant organisms in migrant populations. We extracted data from eligible studies and assessed quality using piloted, standardised forms. We did not examine drug resistance in tuberculosis and excluded articles solely reporting on this parameter. We also excluded articles in which migrant status was determined by ethnicity, country of birth of participants' parents, or was not defined, and articles in which data were not disaggregated by migrant status. Outcomes were carriage of or infection with antibiotic-resistant organisms. We used random-effects models to calculate the pooled prevalence of each outcome. The study protocol is registered with PROSPERO, number CRD42016043681. FINDINGS: We identified 2274 articles, of which 23 observational studies reporting on antibiotic resistance in 2319 migrants were included. The pooled prevalence of any AMR carriage or AMR infection in migrants was 25·4% (95% CI 19·1-31·8; I2 =98%), including meticillin-resistant Staphylococcus aureus (7·8%, 4·8-10·7; I2 =92%) and antibiotic-resistant Gram-negative bacteria (27·2%, 17·6-36·8; I2 =94%). The pooled prevalence of any AMR carriage or infection was higher in refugees and asylum seekers (33·0%, 18·3-47·6; I2 =98%) than in other migrant groups (6·6%, 1·8-11·3; I2 =92%). The pooled prevalence of antibiotic-resistant organisms was slightly higher in high-migrant community settings (33·1%, 11·1-55·1; I2 =96%) than in migrants in hospitals (24·3%, 16·1-32·6; I2 =98%). We did not find evidence of high rates of transmission of AMR from migrant to host populations. INTERPRETATION: Migrants are exposed to conditions favouring the emergence of drug resistance during transit and in host countries in Europe. Increased antibiotic resistance among refugees and asylum seekers and in high-migrant community settings (such as refugee camps and detention facilities) highlights the need for improved living conditions, access to health care, and initiatives to facilitate detection of and appropriate high-quality treatment for antibiotic-resistant infections during transit and in host countries. Protocols for the prevention and control of infection and for antibiotic surveillance need to be integrated in all aspects of health care, which should be accessible for all migrant groups, and should target determinants of AMR before, during, and after migration. FUNDING: UK National Institute for Health Research Imperial Biomedical Research Centre, Imperial College Healthcare Charity, the Wellcome Trust, and UK National Institute for Health Research Health Protection Research Unit in Healthcare-associated Infections and Antimictobial Resistance at Imperial College London

Impact of opioid-free analgesia on pain severity and patient satisfaction after discharge from surgery: multispecialty, prospective cohort study in 25 countries

Background: Balancing opioid stewardship and the need for adequate analgesia following discharge after surgery is challenging. This study aimed to compare the outcomes for patients discharged with opioid versus opioid-free analgesia after common surgical procedures.Methods: This international, multicentre, prospective cohort study collected data from patients undergoing common acute and elective general surgical, urological, gynaecological, and orthopaedic procedures. The primary outcomes were patient-reported time in severe pain measured on a numerical analogue scale from 0 to 100% and patient-reported satisfaction with pain relief during the first week following discharge. Data were collected by in-hospital chart review and patient telephone interview 1 week after discharge.Results: The study recruited 4273 patients from 144 centres in 25 countries; 1311 patients (30.7%) were prescribed opioid analgesia at discharge. Patients reported being in severe pain for 10 (i.q.r. 1-30)% of the first week after discharge and rated satisfaction with analgesia as 90 (i.q.r. 80-100) of 100. After adjustment for confounders, opioid analgesia on discharge was independently associated with increased pain severity (risk ratio 1.52, 95% c.i. 1.31 to 1.76; P < 0.001) and re-presentation to healthcare providers owing to side-effects of medication (OR 2.38, 95% c.i. 1.36 to 4.17; P = 0.004), but not with satisfaction with analgesia (beta coefficient 0.92, 95% c.i. -1.52 to 3.36; P = 0.468) compared with opioid-free analgesia. Although opioid prescribing varied greatly between high-income and low- and middle-income countries, patient-reported outcomes did not.Conclusion: Opioid analgesia prescription on surgical discharge is associated with a higher risk of re-presentation owing to side-effects of medication and increased patient-reported pain, but not with changes in patient-reported satisfaction. Opioid-free discharge analgesia should be adopted routinely

Surgical site infection after gastrointestinal surgery in high-income, middle-income, and low-income countries: a prospective, international, multicentre cohort study

Background: Surgical site infection (SSI) is one of the most common infections associated with health care, but its importance as a global health priority is not fully understood. We quantified the burden of SSI after gastrointestinal surgery in countries in all parts of the world. Methods: This international, prospective, multicentre cohort study included consecutive patients undergoing elective or emergency gastrointestinal resection within 2-week time periods at any health-care facility in any country. Countries with participating centres were stratified into high-income, middle-income, and low-income groups according to the UN's Human Development Index (HDI). Data variables from the GlobalSurg 1 study and other studies that have been found to affect the likelihood of SSI were entered into risk adjustment models. The primary outcome measure was the 30-day SSI incidence (defined by US Centers for Disease Control and Prevention criteria for superficial and deep incisional SSI). Relationships with explanatory variables were examined using Bayesian multilevel logistic regression models. This trial is registered with ClinicalTrials.gov, number NCT02662231. Findings: Between Jan 4, 2016, and July 31, 2016, 13 265 records were submitted for analysis. 12 539 patients from 343 hospitals in 66 countries were included. 7339 (58·5%) patient were from high-HDI countries (193 hospitals in 30 countries), 3918 (31·2%) patients were from middle-HDI countries (82 hospitals in 18 countries), and 1282 (10·2%) patients were from low-HDI countries (68 hospitals in 18 countries). In total, 1538 (12·3%) patients had SSI within 30 days of surgery. The incidence of SSI varied between countries with high (691 [9·4%] of 7339 patients), middle (549 [14·0%] of 3918 patients), and low (298 [23·2%] of 1282) HDI (p < 0·001). The highest SSI incidence in each HDI group was after dirty surgery (102 [17·8%] of 574 patients in high-HDI countries; 74 [31·4%] of 236 patients in middle-HDI countries; 72 [39·8%] of 181 patients in low-HDI countries). Following risk factor adjustment, patients in low-HDI countries were at greatest risk of SSI (adjusted odds ratio 1·60, 95% credible interval 1·05–2·37; p=0·030). 132 (21·6%) of 610 patients with an SSI and a microbiology culture result had an infection that was resistant to the prophylactic antibiotic used. Resistant infections were detected in 49 (16·6%) of 295 patients in high-HDI countries, in 37 (19·8%) of 187 patients in middle-HDI countries, and in 46 (35·9%) of 128 patients in low-HDI countries (p < 0·001). Interpretation: Countries with a low HDI carry a disproportionately greater burden of SSI than countries with a middle or high HDI and might have higher rates of antibiotic resistance. In view of WHO recommendations on SSI prevention that highlight the absence of high-quality interventional research, urgent, pragmatic, randomised trials based in LMICs are needed to assess measures aiming to reduce this preventable complication

Effects of hospital facilities on patient outcomes after cancer surgery: an international, prospective, observational study

Background Early death after cancer surgery is higher in low-income and middle-income countries (LMICs) compared with in high-income countries, yet the impact of facility characteristics on early postoperative outcomes is unknown. The aim of this study was to examine the association between hospital infrastructure, resource availability, and processes on early outcomes after cancer surgery worldwide.Methods A multimethods analysis was performed as part of the GlobalSurg 3 study-a multicentre, international, prospective cohort study of patients who had surgery for breast, colorectal, or gastric cancer. The primary outcomes were 30-day mortality and 30-day major complication rates. Potentially beneficial hospital facilities were identified by variable selection to select those associated with 30-day mortality. Adjusted outcomes were determined using generalised estimating equations to account for patient characteristics and country-income group, with population stratification by hospital.Findings Between April 1, 2018, and April 23, 2019, facility-level data were collected for 9685 patients across 238 hospitals in 66 countries (91 hospitals in 20 high-income countries; 57 hospitals in 19 upper-middle-income countries; and 90 hospitals in 27 low-income to lower-middle-income countries). The availability of five hospital facilities was inversely associated with mortality: ultrasound, CT scanner, critical care unit, opioid analgesia, and oncologist. After adjustment for case-mix and country income group, hospitals with three or fewer of these facilities (62 hospitals, 1294 patients) had higher mortality compared with those with four or five (adjusted odds ratio [OR] 3.85 [95% CI 2.58-5.75]; p&lt;0.0001), with excess mortality predominantly explained by a limited capacity to rescue following the development of major complications (63.0% vs 82.7%; OR 0.35 [0.23-0.53]; p&lt;0.0001). Across LMICs, improvements in hospital facilities would prevent one to three deaths for every 100 patients undergoing surgery for cancer.Interpretation Hospitals with higher levels of infrastructure and resources have better outcomes after cancer surgery, independent of country income. Without urgent strengthening of hospital infrastructure and resources, the reductions in cancer-associated mortality associated with improved access will not be realised