A Study of Small and Medium Enterprise Clients for Perceived of Service and use Intention For Internet Banking - H Bank as the Example

• Main Authors: Fen-Li Shyu, 徐芬莉
• Other Authors: Wang Ru Yu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/90856963545999828281

碩士 === 中原大學 === 企業管理研究所 === 98 === Internet banking has developed rapidly and became prevalent nowadays hence all banks throughout the world are seeking possibilities to increase the customer’s frequency of transactions through internet banking services, so as to promote business operating efficiency and cut personnel and operating costs. Network security and System security are the top issues which worry the internet banking users a lot. This study aimed to explore customers’ willingness of using internet banking through finding the awareness of internet banking services among small businesses as customers; and further to understand exactly how the awareness of internet banking services and extent of involvement of each of the small business as a customer of internet banking service influence its willingness to use; and also to understand the correlations between the two key concepts of Technology Acceptance Model (TAM) - Perceived Usefulness and Perceived Ease of Use, and the willingness to use among small businesses as customers. This study came to the conclusions as the follows: (1) The existing users demonstrated an awareness of “Perceived Usefulness and Perceived Ease to Use” significantly higher than that among the potential users, while an awareness of “Perceived Risk” lower than that among the latter. (2) The small business owners with a higher extent of involvement in internet banking services showed no significant increase in the extent of Perceived Usefulness of internet banking, but an apparent increase in Perceived Ease to Use, while an apparent decrease in the Perceived Risk. (3) The small business owners as customers demonstrated a positive influence of Perceived Usefulness and Perceived Ease to Use to willingness to use; however at the same time demonstrated no significant positive influence of Extent of Involvement in internet banking service to willingness to use. On the basis of the outcomes shown above, this study presented a suggestion show below: During the upcoming improvements to the business internet banking system H Bank should put efforts on answering and satisfying the needs of business customers so as to create a win-win situation and closer ties between H Bank and every business customer.