| Summary: | 碩士 === 國立中央大學 === 資訊管理學系碩士在職專班 === 97 === In the internet age, financial institutions pay more attention on cost saving and strategies development. How the Internet banking services to satisfy customers’ demands will be an important issue on Electronic Financial Service.
In this research, we attempt to know how satisfied the users are and how much costs they save after they use the Internet banking services. Furthermore, we study the satisfaction and loyalty in order to suggest the financial institutions.
The research uses the internet questionnaires and deal data with the statistical analysis. The research evidences that the features of the Internet banking, being unbounded by time and space and the rapid response, as well as time and cost saving for going to the banks, receive the highest appraisal; while the web design, consistence of the websites’ activities, and privacy protection receive the lowest appraisal by users. Moreover, what most correlated to the customers’ satisfaction and loyalty are the customers’ reliability to the services and the handiness while using it.
The research provides the Internet banking developers with the following suggestions:
(1) Design the website workflows with customers’ perspectives to reduce the difficulties in using.
(2) Offer special premiums as the incentives to Internet banking users.
(3) Pay more attention on the protection of customer individual data and system stability to establish the dependence on Internet banking.
(4) Enhance the quality of web station and customer services to increase satisfaction and loyalty
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