Abstract
The subject of this study is the effect of internal and external impact on card service quality. In particular, it analyzed what affects service quality, focusing on the leakage of personal information from credit card companies in 2014 and the MERS outbreak in 2015. To that end, KS-SQI credit card data were analyzed between 2012 and 2019. There are four main analysis results. First, the quality of credit card service affected customer loyalty, and the impact was great through unexpected additional services. Second, internal and external shocks also affected the decline in credit card customer loyalty. Third, internal shocks also led to a decline in customer loyalty, which was higher in the customer group that rated service quality high. Fourth, external shocks also showed a decline in customer loyalty among customers who rated service quality low. Therefore, we could see the importance of preparing companies for such shocks.
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