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標題: 衡量網路銀行網站服務品質-以玉山銀行為例
Measuring the Service Quality of Internet Banking-Using E.Sun Bank as an Example
作者: 林文川
Lin, Wen-Chuan
關鍵字: service quality
electronic service quality
Internet banking
出版社: 電子商務研究所
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摘要: 近年來資訊科技的發展非常迅速,且為企業取得競爭優勢的重要工具。銀行是需求導向的產業,為了提供顧客更有效率的金融服務,資訊科技與網際網路對於銀行業而言日益重要。各家銀行紛紛採用網路銀行提供線上服務以得到不限時間、不限地點、建置成本低、交易成本少及接觸客層廣等優勢。而服務品質是競爭的利器,因此如何運用好的服務品質,來相較其他競爭者提供差異化的服務相當重要。 本研究採用線上服務品質的構面及顧客知覺之服務品質,來建立一個研究架構以衡量網路銀行的服務品質,並發展衡量網路銀行服務品質的量表。本研究以台灣的網路銀行使用者為實證研究對象,並從中找到影響網路銀行服務品質的重要項目與構面。 本研究之結果幫助網路銀行服務的提供者,更加了解顧客如何去衡量與評估他們的服務品質。並提出管理建議供網路銀行管理者作為改善服務品質的參考與運用。
Information technology is being developed rapidly in the recent years, and it is a tool to achieve competitive advantage. Banking is a demand-driven industry, in order to provide customers efficient banking services, information technology and Internet become more and more important for banks to delivery financial services. Banks starts to setup its own web portal to provide internet service and gain the advantages of unlimited time, area, fewer cost and more customers from internet banking. The service quality is an important tool for banks to compete. Therefore, it is important to utilize good service quality in order to differentiate itself from other service providers. This research adopted the dimensions of electronic service quality (e-service quality) and customers perceived service quality to develop a framework that can be used to measure Internet banking service. This research uses Taiwan's Internet banking users as survey targets for its empirical studies. From the empirical studies it would able to find dimensions that are positively related to the overall service quality of Internet banking service quality and develop a scale for the measurement model. From the research results, this research assist the Internet banking service provider to further understand how customers measure Internet banking service quality. This study also provides suggestions to managers of Internet banking services to improve the quality of service and helps them to devise efficient management strategies.
其他識別: U0005-2508200815540700
Appears in Collections:科技管理研究所



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