A Study of e-service Quality for Securities Services Industry in Taiwan

• Main Authors: Fang, Po-Lin, 方博霖
• Other Authors: Wu, Hsu-Che
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/18527156161769532267

碩士 === 國立中正大學 === 會計與資訊科技研究所 === 99 === With the popularization of Internet, broadband Internet developing well, and the changes of using Internet by investors, the acceptance of electronic securities trading is growing up and up. For securities industry, e-services include not only Internet securities orders, but also include reading the tape online, real-time news, recommended reporting, specific after-hours stocks analysis. For securities industry, there are many the survey reports or academic research of Internet securities order, but it is rarely having research topic of whole e-services quality. If the securities companies want more market share, they have to control their service quality. They could communicate with customers straightly, improve e-service content and systems for service quality, furthermore, it could make investors to improve the agree and support for e-service in securities industry, but in nowadays, there was rarely research paper of securities e-services quality, many securities companies could not have a standard to evaluate their e-service quality. In this study, we based on Sohn et al. (2008) proposed e-service Quality Measurement in financial institutions, supplemented by subsequent scholars of electronic services required to measure service quality indicators, sorting out an evaluation of e-services quality for Taiwan securities industry, through questionnaire survey methods and various types of statistical analysis, archive a set of e-services quality measurement for Taiwan securities industry, it could provide Taiwan securities industry a reference information to improve e-services quality. Furthermore, through Importance-Performance Analysis (IPA) to explore the service predominance and inferiority part of e-service in Taiwan securities industry. As if securities could set up a modification policy, it must be improved its competitive ability in whole industry, and take one step ahead to lead whole e-services quality in Taiwan securities industry to a better place.