4차 산업시대의 도래에 따른 은행 서비스의 변화 : 한국카카오은행을 중심으로

Abstract

The objective of this research is to compare the service process between traditional bank and Kakao Bank of Korea in the fourth industrial revolution. The Kakao Bank is selected as a case study company because it is a leading mobile bank in South Korea. And it has a mobile pay technology named as Kakaopay and block chain platform named as Klaytn.BR This research founded two differences between traditional bank and Kakao Bank. The first, the Kakao Bank employed mobile banking only, whereas, traditional banks employed various banking channels such as offline branch, internet banking and mobile banking etc. The second, the Kakao Bank does not necessary customer’s visit for opening account, whereas, traditional banks require customer’s visit at bank branch for it.BR Those two differences affect on the transformation of service process such as following. The first transformation of service process was found in the account opening phase. The key difference is the certification of other bank’s account at the end of opening phase. Customer should identify who send 1 Korean won in Kakao Bank account. And then the customer has to input the sender name of 4 Korean characters that is set at random.BR The second is found in the loan account opening phase. For Kakao Bank, submit a certified certificate file as a loan related document in web homepage, whereas for traditional banks, submit paper documents such as a certificate of employment and income etc.BR The findings of this paper is that the bank will transform from paper and offline branch based financial service to no-paper and mobile based service in the fourth industrial revolution.