| Summary: | 碩士 === 國立高雄第一科技大學 === 行銷與流通管理所 === 97 === As the commercial utilization of the Internet is being developed, online banking provides another model and a potential market for the banking industry. This research seeks to explore the interactions among the service quality of Internet banking, the relationship quality between the bank and the customer, along with the customer''s loyalty. A survey with 428 questionnaires was conducted in the metropolitan areas in Taiwan.
The participants were customers that have experience with online banking Statistical analysis showed that <1> service quality and relationship quality are highly correlated. That is, the better the online banking service, the better the relationship between the bank and the customer. <2> Relationship quality and the customer''s loyalty are highlycorrelated. In other words, the better the relationship quality, the better the customer''s loyalty. <3> It is concluded from <1> and <2> that relationalship quality plays an intermediary role between service quality and loyalty. Discussion and suggestions emerging from the result of the survey were also proposed.
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