Please use this identifier to cite or link to this item:
標題: 影響銀行企業顧客對電子銀行滿意度之要素分析
What Factors Drive Corporate Customer Satisfaction with E-Banking Services
作者: 林敬淙
Lin, Ching-Tsung
關鍵字: corporate e-banking services;電子化銀行服務;user satisfaction;customer loyalty;使用者滿意度;顧客忠誠度
出版社: 電子商務研究所
引用: Reference Abratt, R., & Mofokeng, T. N. (2001). Development and management of corporate image in South Africa. European Journal of Marketing, 35(3-4), 368-386. Aladwani, A. M. (2001). Online banking: A field study of drivers, development challenges, and expectations. International Journal of Information Management, 21(3), 213-225. Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management 39(6), 467-476. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66. Annavarjula, M., & Beldona, S. (2000). Multinationality-performance relationship: A review and reconceptualization. International Journal of Organizational Analysis, 8(1), 48-67. Armenakis, A. A., Harris, S. G., & Mossholder, K. W. (1993). Creating readiness for organizational change. Human Relations, 46(6), 681-703. Athanassopoulos, A. D., & Labroukos, N. S. (1999). Corporate customer behaviour towards financial services: Empirical results from the emerging market of Greece. International Journal of Bank Marketing, 17(6), 274-285. Ba, S., Stallaert, J., & Whinston, A. B. (2001). Research commentary: Introducing a third dimension in information systems design - the case for incentive alignment. Information Systems Research, 12(3), 225-239. Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530-545. Barnes, J. G., & Howlett, D., M. (1998). Predictors of equity in relationships between financial services providers and retail customers. International Journal of Bank Marketing, 16(1), 15-23. Baron, D. P., & Besanko, D. (2001). Strategy, organization and incentives: Global corporate banking at Citibank. Industrial and Corporate Change, 10(1), 1-36. Bausch, A., & Krist, M. (2007). The effect of context-related moderators on the internationalization-performance relationship: Evidence from meta-analysis. Management International Review, 47(3), 319-347. Bayus, B. L. (1992). Brand loyalty and marketing strategy: An application to home appliances. Marketing Science, 11(1), 21-38. Bejou, D., Ennew, C. T., & Palmer, A. (1998). Trust, ethics and relationship satisfaction. International Journal of Bank Marketing, 16(4-5), 170-175. Belso-Martínez, J. A. (2006). Do industrial districts influence export performance and export intensity? Evidence for Spanish SMEs'' internationalization process. European Planning Studies, 14(6), 791-810. Bhattacherjee, A. (2001a). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2), 201-214. Bhattacherjee, A. (2001b). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370. Binks, M. R., & Ennew, C. T. (1997). The relationship between U.K. banks and their small business customers. Small Business Economics, 9(2), 167-178. Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149. Bock, G.-W., Zmud, R. W., Kim, Y.-G., & Lee, J.-N. (2005). Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate. MIS Quarterly, 29(1), 87-111. Bowen, J. W., & Hedges, R. B. (1993). Increasing service quality in retail banking. Journal of Retail Banking, 15(3), 21-28. Brandman, J., & Keeler, D. (2000). Rewiring Europe''s banks. Global Finance, 14(4), 49-51. Bremner, A. (2001). CRM comes of age. The Banker, 151(901), 13. Bruwer, P. J. S. (1984). A descriptive model of success for computer-based information systems. Information & Management, 7(2), 63-67. Bryant, A., & Colledge, B. (2002). Trust in electronic commerce business relationships. Journal of Electronic Commerce Research, 3(2), 32-39. Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56(2), 81-105. Cantwell, J. A., & Sanna-Randaccio, F. (1993). Multinationality and firm growth. Review of World Economics, 129(2), 275-299. Cerveny, R. P., & Sanders, G. L. (1986). Implementation and structural variables. Information & Management, 11(4), 191-198. Chakravarthy, B. S. (1986). Measuring strategic performance. Strategic Management Journal, 7(5), 437-458. Chen, P.-Y., & Hitt, L. M. (2002). Measuring switching costs and the determinants of customer retention in Internet-enabled businesses: A study of the online brokerage industry. Information Systems Research, 13(3), 255-274. Conrad, C. A. (1999). Market orientation and the innovative culture: A preliminary empirical examination. Journal of Strategic Marketing, 7(4), 229-236. Covin, J. G., & Slevin, D. P. (1991). A conceptual model of entrepreneurship as firm behavior. Entrepreneurship: Theory and Practice, 16(1), 7-25. Crum, M. R., Premkumar, G., & Ramamurthy, K. (1996). An assessment of motor carrier adoption, use, and satisfaction with EDI. Transportation Journal, 35(4), 44-57. Culnan, M. J. (1983). Chauffeured versus end user access to commerical databases: The effects of task and individual differences. MIS Quarterly, 7(1), 55-67. Cunningham, L. F., Gerlach, J., & Harper, M. D. (2005). Perceived risk and e-banking services: An analysis from the perspective of the consumer. Journal of Financial Services Marketing, 10(2), 165-178. D''Ambra, J., & Rice, R. E. (2001). Emerging factors in user evaluation of the World Wide Web. Information & Management, 38(6), 373-384. Dabholkar, P. A. (1994). Incorporating choice into an attitudinal framework: Analyzing models of mental comparison processes. Journal of Consumer Research, 21(1), 100-118. Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29-51. Daniel, E. (1999). Provision of electronic banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, 17(2), 72-83. Daniel, E., & Storey, C. (1997). On-line banking: Strategic and management challenges. Long Range Planning, 30(6), 890-898. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982-1003. Day, G. S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29-35. DeLone, W. H. (1981). Firm size and the characteristics of computer use. MIS Quarterly, 5(4), 65-77. DeLone, W. H. (1988). Determinants of success for computer usage in small business. MIS Quarterly, 12(1), 51-61. DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95. DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30. Dess, G. G., & Robinson, J. R. B. (1984). Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unit. Strategic Management Journal, 5(3), 265-273. Dibb, S., & Meadows, M. (2001). The application of a relationship marketing perspective in retail banking. Service Industries Journal, 21(1), 169-194. Dierckx, M. A. F., & Stroeken, J. H. M. (1999). Information technology and innovation in small and medium-sized enterprises. Technological Forecasting and Social Change, 60(2), 149-166. Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), 259-274. Dowling, G. R. (1986). Managing your corporate images. Industrial Marketing Management, 15(2), 109-115. Dowling, G. R. (1988). Measuring corporate images: A review of alternative approaches. Journal of Business Research, 17(1), 27-34. Easingwood, C. J., & Storey, C. D. (1993). Marketplace success factors for new financial services. Journal of Services Marketing, 7(1), 41-54. Eby, L. T., Adams, D. M., Russell, J. E. A., & Gaby, S. H. (2000). Perceptions of organizational readiness for change: Factors related to employees'' reactions to the implementation of team-based selling. Human Relations, 53(3), 419-442. Edwards, T., Delbridge, R., & Munday, M. (2005). Understanding innovation in small and medium-sized enterprises: A process manifest. Technovation, 25(10), 1119-1127. Ein-Dor, P., & Segev, E. (1978). Organizational context and the success of management information systems. Management Science, 24(10), 1064-1077. Evans, R. H. (1979). Bank selection: It all depends on the situation. Journal of Bank Research, 9(4), 242-245. Flavián, C., Guinalíu, M., & Torres, E. (2005). The influence of corporate image on consumer trust: A comparative analysis in traditional versus internet banking. Internet Research, 15(4), 447-470. Floh, A., & Treiblmaier, H. (2006). What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry. Journal of Electronic Commerce Research, 7(2), 97-110. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337-346. Fuerst, W. L., & Cheney, P. H. (1982). Factors affecting the perceived utilization of computer-based decision support systems in the oil industry. Decision Sciences, 13(4), 554-569. Gallaugher, J. (1999). Challenging the new conventional wisdom of net commerce strategies. Communications of the ACM, 42(7), 27-29. Gary, H., & Prahalad, C. K. (1986). Do you really have a global strategy? The McKinsey Quarterly, Summer86(3), 34-50. Gatignon, H., & Robertson, T. S. (1989). Technology diffusion: An empirical test of competitive effects. Journal of Marketing, 53, 35-49. Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51. Gelderman, M. (1998). The relation between user satisfaction, usage of information systems and performance. Information & Management, 34(1), 11-18. Geringer, J. M., & Hebert, L. (1991). Measuring performance of international joint ventures. Journal of International Business Studies, 22(2), 249-263. Ghorab, K. E. (1997). The impact of technology acceptance considerations on system usage, and adopted level of technological sophistication: An empirical investigation. International Journal of Information Management, 17(4), 249-259. Ghosh, B. C., Liang, T. W., Meng, T. T., & Chan, B. (2001). The key success factors, distinctive capabilities, and strategic thrusts of top SMEs in Singapore. Journal of Business Research, 51(3), 209-221. Ghosh, S. (1998). Making business sense of the Internet. Harvard Business Review, 76(2), 126-135. Ginzberg, M. J. (1978). Finding an adequate measure of OR/MS effectiveness. Interfaces, 8(4), 59-62. Ginzberg, M. J. (1981a). Early diagnosis of MIS implementation failure: Promising results and unanswered questions. Management Science, 27(4), 459-478. Ginzberg, M. J. (1981b). Key recurrent issues in the MIS implementation process. MIS Quarterly, 5(2), 47-59. Gonzalez, M. E., Quesada, G., Picado, F., & Eckelman, C. A. (2004). Customer satisfaction using QFD: An e-banking case. Managing Service Quality, 14(4), 317-330. Grandon, E. E., & Pearson, J. M. (2004). Electronic commerce adoption: An empirical study of small and medium US businesses. Information & Management, 42(1), 197-216. Gremillion, L. L. (1984). Organization size and information system use: An empirical study. Journal of Management Information Systems, 1(2), 4-17. Griffin, A. (1997). PDMA research on new product development practices: Updating trends and benchmarking best practices. Journal of Product Innovation Management, 14(6), 429-458. Grisaffe, D. (2001). Loyalty-attitude, behavior, and good science: A third take on the neal-brandt debate. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 55-59. Gunasekaran, A., & Love, P. E. D. (1999). Current and future directions of multimedia technology in business. International Journal of Information Management, 19(2), 105-120. Gurau, C. (2002). E-banking in transition economies: The case of Romania. Journal of Financial Services Marketing, 6(4), 362-378. Guth, W. D., & Ginsberg, A. (1990). Guest editors'' introduction: Corporate entrepreneurship. Strategic Management Journal, 11(5), 5-15. Hall, R. (1993). A framework linking intangible resources and capabiliites to sustainable competitive advantage. Strategic Management Journal, 14(8), 607-618. Hamilton, S., & Chervany, N. L. (1981). Evaluating information system effectiveness - part I: Comparing evaluation approaches. MIS Quarterly, 5(3), 55-69. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174. Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty - an empirical analysis. Psychology and Marketing, 18(1), 43-66. Howcroft, B., & Beckett, A. (1996). Branch networks and the retailing of high credence products. International Journal of Bank Marketing, 14(4), 3-11. Howcroft, B., & Durkin, M. (2000). Reflections on bank-customer interactions in the new millennium. Journal of Financial Services Marketing, 5(1), 9-20. Hu, P. J., Chau, P. Y. K., Sheng, O. R. L., & Tam, K. Y. (1999). Examining the technology acceptance model using physician acceptance of telemedicine technology. Journal of Management Information Systems, 16(2), 91-112. Huin, S. F. (2004). Managing deployment of ERP systems in SMEs using multi-agents. International Journal of Project Management, 22(6), 511-517. Hutchinson, D., & Warren, M. (2003). Security for Internet banking: A framework. Logistics Information Management, 16(1), 64-73. Ibbotson, P., & Moran, L. (2003). E-banking and the SME/bank relationship in Northern Ireland. International Journal of Bank Marketing, 21(2), 94-103. Igbaria, M., Zinatelli, N., Cragg, P., & Cavaye, A. L. M. (1997). Personal computing acceptance factors in small firms: A structural equation model. MIS Quarterly, 21(3), 279-305. Ives, B., Hamilton, S., & Davis, G. B. (1980). A framework for research in computer-based management information systems. Management Science, 26(9), 910-934. Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793. Jarvenpaa, S. L., & Ives, B. (1991). Executive involvement and participation in the management of information technology. MIS Quarterly, 15(2), 205-227. Jarvenpaa, S. L., & Staples, D. S. (2000). The use of collaborative electronic media for information sharing: An exploratory study of determinants. Journal of Strategic Information Systems, 9(2-3), 129-154. Jayawardhena, C., & Foley, P. (2000). Changes in the banking sector - the case of Internet banking in the UK. Internet Research, 10(1), 19-31. Jennings, R. (1996). Internet lures shoppers despite security fears. American Banker, 161(38), 17-21. Jones, R. A., Jimmieson, N. L., & Griffiths, A. (2005). The impact of organizational culture and reshaping capabilities on change implementation success: The mediating role of readiness for change. Journal of Management Studies, 42(2), 361-386. Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank''s services. International Journal of Retail and Distribution Management, 22(5), 29-34. Jun, M., & Cai, S. (2001). The key determinants of Internet banking service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276-291. Kafouros, M. I., Buckley, P. J., Sharp, J. A., & Wang, C. (2008). The role of internationalization in explaining innovation performance. Technovation, 28(1-2), 63-74. Kaiser, H. F. (1974). An idea of factorial simplicity. Psychometrika, 39, 31-36. Kambil, A., Kamis, A., Koufaris, M., & Lucas, H. C. (2000). Influences on the corporate adoption of Web technology. Communications of the ACM, 43(11), 264-271. Kandampully, J., & Duddy, R. (1999). Competitive advantage through anticipation, innovation and relationships. Management Decision, 37(1), 51-56. Kanter, R. M. (1989). Swimming in newstreams: Mastering innovation dilemmas. California Management Review, 31(4), 45-69. Karagozoglu, N., & Lindell, M. (1998). Internationalization of small and medium-sized technology-based firms: An exploratory study. Journal of Small Business Management, 36, 44-59. Karjaluoto, H., Mattila, M., & Pento, T. (2002a). Electronic banking in Finland: Consumer beliefs and reactions to a new delivery channel. Journal of Financial Services Marketing, 6(4), 346-361. Karjaluoto, H., Mattila, M., & Pento, T. (2002b). Factors underlying attitude formation towards online banking in Finland. International Journal of Bank Marketing, 20(6), 261-272. Keizer, J. A., Dijkstra, L., & Halman, J. I. M. (2002). Explaining innovative efforts of SMEs. An exploratory survey among SMEs in the mechanical and electrical engineering sector in the Netherlands. Technovation, 22(1), 1-13. Kennelly, J. J., & Lewis, E. E. (2002). Degree of internationalization and corporate environmental performance: Is there a link? International Journal of Management, 19(3), 478-489. Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5-6), 737-766. Kiang, M. Y., Raghu, T. S., & Shang, K. H.-M. (2000). Marketing on the Internet - who can benefit from an online marketing approach? Decision Support Systems, 27(4), 383-393. Kim, Y. B., & Lee, B. H. (1995). R&D project team climate and team performance in Korea: A multidimensional approach. R&D Management, 25(2), 179-196. Kimball, R., & Gregor, W. (1995). How distribution is transforming retail banking: Changes leading banks are making. Journal of Retail Banking Services, 17(3), 1-9. Kimberly, J. R. (1978). Hospital adoption of innovation: The role of integration into external informational environments. Journal of Health and Social Behavior, 19(4), 361-373. King, W. R., & Epstein, B. J. (1982). Assessing information system value: An experimental study. Decision Sciences, 13(4), 34-45. King, W. R., & Rodriguez, J. I. (1978). Evaluating management information systems. MIS Quarterly, 2(3), 43-51. King, W. R., & Rodriguez, J. I. (1981). Participative design of strategic decision support systems: An empirical assessment. Management Science, 27(6), 717-726. Klenke, K. (1992). Construct measurement in management information systems: A review and critique of user satisfaction and user involvement instruments. INFOR, 30(4), 325-348. Knight, G. A. (2001). Entrepreneurship and strategy in the international SME. Journal of International Management, 7(3), 155-171. Kocagil, A. E. (1997). Portfolio choice of government incentives: The case of commercialization of a new coal-based technology. Energy Policy, 25(10), 887-896. Kolodinsky, J. M., Hogarth, J. M., & Hilgert, M. A. (2004). The adoption of electronic banking technologies by US consumers. Internatioanl Journal of Bank Marketing, 22(4), 238-259. Koys, D. J., & DeCotiis, T. A. (1991). Inductive measures of psychological climate. Human Relations, 44(3), 265-285. Lai, C.-S. (2007). The effects of influence strategies on dealer satisfaction and performance in Taiwan''s motor industry. Industrial Marketing Management, 36(4), 518-527. Lal, K. (2002). E-business and manufacturing sector: A study of small and medium-sized enterprises in India. Research Policy, 31(7), 1199-1211. LeBlanc, G., & Nguyen, N. (1996). Cues used by customers evaluating corporate image in service firms: An empirical study in financial institutions. International Journal of Service Industry Management, 7(2), 44-56. Lee, C.-W. (2007). Strategic alliances influence on small and medium firm performance. Journal of Business Research, 60(7), 731-741. Leonard, D., & Sensiper, S. (1998). The role of tacit knowledge in group innovation. California Management Review, 40(3), 112-132. Liao, S., Shao, Y. P., Wang, H., & Chen, A. (1999). The adoption of virtual banking: An empirical study. International Journal of Information Management, 19(1), 63-74. Liao, Z., & Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: An empirical study. Information & Management, 39(4), 283-295. Lincoln, D. H., & Warberg, W. B. (1987). The roll of microcomputers in small business marketing. Journal of Small Business Management, 25(2), 8-17. Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with Web site success in the context of electronic commerce. Information & Management, 38(1), 23-33. Lubbe, B. (2007). The effect of Internet apprehension and website satisfaction on air travellers'' adoption of an airline''s website. Journal of Air Transport Management, 13(2), 75-80. Lucas, H. C. (1975). Performance and the use of an information system. Management Science, 21(8), 908-919. Lucas, H. C. (1978). Empirical evidence for a descriptive model of implementation. MIS Quarterly, 2(2), 27-42. Lumpkin, G. T., & Dess, G. G. (1996). Clarifying the entrepreneurial orientation construct and linking it to performance. Academy of Management Review, 21(1), 135-172. Lymperopoulos, C., & Chaniotakis, I. E. (2004). Branch employees'' perceptions towards implications of e-banking in Greece. International Journal of Retail & Distribution Management, 32(6), 302-311. Maish, A. M. (1979). A user''s behavior toward his MIS. MIS Quarterly, 3(1), 39-52. Mandel, L., Lachman, R., & Orgler, Y. (1981). Interpreting the image of banking. Journal of Bank Research, 12(2), 96-104. Martin, J. (1998). Say goodbye to bankers'' hours. Management Review, 87(1), 33-37. Massey, T. K. (1986). Computers in small business: A case of under-utilization. American Journal of Small Business, 11(2), 51-60. Mattsson, J., & Helmersson, H. (2005). Internet banking: Modelling the e-competence of customers with a text-analytic CIT approach. International Journal of Bank Marketing, 23(6), 470-483. Maugis, V., Choucri, N., Madnick, S. E., Siegel, M. D., Gillett, S. E., Haghseta, F., et al. (2005). Global e-readiness - for what? Readiness for e-banking. Information Technology for Development, 11(4), 313-342. McDougall, P. P., & Oviatt, B. M. (1996). New venture internationalization, strategic change, and performance: A follow-up study. Journal of Business Venturing, 11(1), 23-40. McNabb, D. E., & Sepic, F. T. (1995). Culture, climate, and total quality management: Measuring readiness for change. Public Productivity & Management Review, 18(4), 369-385. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64. Miller, D. (1983). The correlates of entrepreneurship in three types of firms. Management Science, 29(7), 770-791. Mirani, R., & Lederer, A. L. (1998). An instrument for assessing the organizational benefits of IS projects. Decision Sciences, 29(4), 803-838. Mitchell, T. R. (1985). An evaluation of the validity of correlational research conducted in organizations. Academy of Management Review, 10(2), 192-205. Mols, N. P. (1998). The behavioral consequences of PC banking. International Journal of Bank Marketing, 16(5), 195-201. Mols, N. P. (2000). The Internet and services marketing - the case of Danish retail banking. Internet Research, 10(1), 7-18. Mols, N. P. (2001). Organizing for the effective introduction of new distribution channels in retail banking. European Journal of Marketing, 35(5), 661-686. Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328. Moriarty, R. T., Kimball, R. C., & Gay, J. H. (1983). The management of corporate banking relationships. Sloan Management Review, 24(3), 3-15. Nakahara, T. (1997). Innovation in a borderless world economy. Research Technology Management, 40(3), 7-9. Naman, J. L., & Slevin, D. P. (1993). Entrepreneurship and the concept of fit: A model and empirical tests. Strategic Management Journal, 14(2), 137-153. Nath, R., Akmanligil, M., Hjelm, K., Sakaguchi, T., & Schultz, M. (1998). Electronic commerce and the Internet: Issues, problems, and perspectives. International Journal of Information Management, 18(2), 91-101. Ng, H.-I., Pan, Y. J., & Wilson, T. D. (1998). Business use of the World Wide Web: A report on further investigations. International Journal of Information Management, 18(5), 291-314. Nilsson, L., Johnson, M. D., & Gustafsson, A. (2001). The impact of quality practices on customer satisfaction and business results: Product versus service organizations. Journal of Quality Management, 6(1), 5-27. O''Donnell, A., Durkin, M. G., & McCartan-Quinn, D. (2002). Corporate banking in the UK: Personal vs remote interaction. International Journal of Bank Marketing, 20(6), 273-284. Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16(3), 372-383. Palmer, D. (1983). Broken ties: Interlocking directorates and intercorporate coordination. Administrative Science Quarterly, 28(1), 40-55. Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151-167. Parasuraman, A. (2000). Technology readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320. Pikkarainen, K., Pikkarainen, T., Karjaluoto, H., & Pahnila, S. (2006). The measurement of end-user computing satisfaction of online banking services: Empirical evidence from Finland. International Journal of Bank Marketing, 24(3), 158-172. Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research, 14(3), 224-235. Pohjola, M. (2002). The new economy: Facts, impacts and policies. Information Economics and Policy, 14(2), 133-144. Pond, S. B., Armenakis, A. A., & Green, S. B. (1984). The importance of employee expectations in organizational diagnosis. Journal of Applied Behavioral Science, 20(2), 167-180. Porter, M. E. (1985). Technology and competitive advantage. Journal of Business Strategy, 5(3), 60-78. Prendergast, G., & Marr, N. (1994). Towards a branchless banking society? International Journal of Retail & Distribution Management, 22(2), 18-26. Pyun, C. S., Scruggs, L., & Nam, K. (2002). Internet banking in the US, Japan and Europe. Multinational Business Review, 10(2), 73-81. Rangarajan, D., Chonko, L. B., Jones, E., & Roberts, J. A. (2004). Organizational variables, sales force perceptions of readiness for change, learning, and performance among boundary-spanning teams: A conceptual framework and propositions for research. Industrial Marketing Management, 33(4), 289-305. Ravi, N., Schrick, P., & Parzinger, M. (2001). Bankers'' perspectives on Internet banking. e-Service Journal, 1(1), 21-36. Raymond, L. (1985). Organizational characteristics and MIS success in the context of small business. MIS Quarterly, 9(1), 37-52. Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111. Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-113. Riahi-Belkaoui, A. (1996). Internationalization, diversification strategy and ownership structure: Implications for French MNE performance. International Business Review, 5(4), 367-376. Riemenschneider, C. K., Harrison, D. A., & Mykytyn, P. P. (2003). Understanding IT adoption decisions in small business: Integrating current theories. Information & Management, 40(4), 269-285. Robey, D. (1979). User attitudes and management information system use. Academy of Management Journal, 22(3), 527-538. Robey, D., & Zeller, R. F. (1978). Factors affecting the success and failure of an information system for product quality. Interfaces, 8(2), 70-78. Rotchanakitumnuai, S., & Speece, M. (2004). Corporate customer perspectives on business value of Thai Internet banking. Journal of Electronic Commerce Research, 5(4), 270-286. Rowley, J. (1996). Retailing and shopping on the Internet. Internet Research, 6(1), 81-91. Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: Towards information-enabled relationship marketing. Journal of Strategic Marketing, 9(1), 3-27. Sanders, G. L., & Courtney, J. F. (1985). A field study of organizational factors influencing DSS success. MIS Quarterly, 9(1), 77-93. Sathye, M. (1999). Adoption of Internet banking by Australian consumers: An empirical investigation. International Journal of Bank Marketing, 17(7), 324-334. Schaupp, L. C., & Bélanger, F. (2005). A conjoint analysis of online consumer satisfaction. Journal of Electronic Commerce Research, 6(2), 95-111. Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 22, 39-52. Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153-175. Sheshunoff, A. (2000). Internet banking-an update from the frontlines. ABA Banking Journal, 92(1), 51-53. Sheth, J. N., & Parvatiyar, A. (2002). Evolving relationship marketing into a discipline. Journal of Relationship Marketing, 1(1), 3-16. Singh, A. M. (2004). Trends in South African Internet banking. Aslib Proceedings: New Information Perspectives, 56(3), 187-196. Slater, S. F., & Narver, J. C. (1995). Market orientation and the learning organization. Journal of Marketing, 59(3), 63-74. Sohail, M. S., & Shanmugham, B. (2003). E-banking and customer preferences in Malaysia: An empirical investigation. Information Sciences, 150(3-4), 207-217. Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50. Stopford, J. M., & Baden-Fuller, C. W. F. (1994). Creating corporate entrepreneurship. Strategic Management Journal, 15(7), 521-536. Strieter, J., Gupta, A. K., Raj, S. P., & Wilemon, D. (1999). Product management and the marketing of financial services. International Journal of Bank Marketing, 17(7), 34-35. Suh, B., & Han, I. (2002). Effect of trust on customer acceptance of Internet banking. Electronic Commerce Research and Applications, 1(3-4), 247-263. Sullivan, D. (1994). Measuring the degree of internationalization of a firm. Journal of International Business Studies, 25(2), 325-342. Sung, T. K. (2006). E-commerce critical success factors: East vs. West. Technological Forecasting & Social Change, 73(9), 1161-1177. Swanson, E. B. (1974). Management information systems: Appreciation and involvement. Management Science, 21(2), 178-188. Sykes, H. B., & Block, Z. (1989). Corporate venturing obstacles: Sources and solutions. Journal of Business Venturing, 4(3), 159-167. Teece, D. J. (1981). Multinational enterprise: Market-failure and market-power considerations. Sloan Management Review, 22(3), 3-17. Thong, J. Y. L., Yap, C.-S., & Raman, K. S. (1996). Top management support, external expertise and information systems implementation in small businesses. Information Systems Research, 7(2), 248-267. Thong, J. Y. L., & Yap, C. S. (1995). CEO characteristics, organizational characteristics and information technology adoption in small businesses. Omega, 23(4), 429-442. Thornton, J., & White, L. (2001). Customer orientations and usage of financial distribution channels. Journal of Services Marketing, 15(3), 168-185. Torkzadeh, G., & Doll, W. J. (1991). Test-retest reliability of the end-user computing satisfact

Due to the burgeoning development of electronic commerce (e-commerce), the broader applications of emerging service—Internet baking (e-banking) services have been introduced and provided by financial holding companies or banks at an accelerating rate in recent years since they can provide efficient, reliable, securable, and convenient financial services, such as online payment, deposit/loan, trading, and clearing/settlement, via electronic channels (e-channels, e.g., Internet and phone) for customers. E-banking services not only can create new competitive advantages, but also can improve their relationships with customers for banks. Obviously, e-banking can offer better services required by corporations and individuals, it could be a strategic niche no matter for banks or their customers. Conceivably, how to implement e-banking successfully is becoming a critical management issue. Unfortunately, research pays scarce attentions on what factors drive success of e-banking, particularly from corporate customers' perspective. For the reason, this paper attempts to explore what factors affect corporate customer satisfaction with e-banking (CCSEB) which is one surrogate variable of success of e-banking services. Based on a survey of 178 respondents collected from Taiwan companies, the results support that supply-side, organizational, and globalized factors will affect customer satisfaction with e-banking significantly. Furthermore, there exist a reciprocal relationship between customer satisfaction and loyalty. We believe the results and findings proposed in this paper not only can offer in-depth insights for practitioners about how to implement e-banking successfully, but also can be further directions for researchers interested in designing related theories.
其他識別: U0005-0207200814250700
Appears in Collections:科技管理研究所

Show full item record

Google ScholarTM


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.