金融機構電子化服務之顧客滿意度關鍵成功因素-以A銀行為例

• Main Author: 黃右堂
• Other Authors: 陳光谷
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/46453825153507775836

碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 99 === Abstract Because Taiwan area's financial organ industry, the Internet was in vogue, the electronic commerce idea to develop fast in recent years, causes the financial organ faced with the external environment fast vicissitude and the trade or craft competition intense situation. The network bank is the financial organ in the computerization of service the most important part, in recent years from has provided the customer the financial product and with the service medium, develops becomes communication pipeline between the bank and customer's, therefore understood that affects the customer degree of satisfaction the key aspect, will then be helpful to the financial entrepreneur regarding the net silver present work and the future plan. This research acts according to the domestic and foreign scholar's literature search and the field practice experience, the extract leaves the influence financial organ computerization to serve the customer degree of satisfaction the key aspect, then the development questionnaire, and using the statistical analysis method, conducts the empirical study the analysis and the discussion, constructs the key influencing factor pattern, its research conclusion like following several points: 1. In the service quality construction surface, the consideration “visible, the reliability, the reactivity, the guarantee, the concern” and so on variables the bank computerization serve influence of the customer degree of satisfaction regarding A, the network bank “the concern” and not obviously affects regarding the customer degree of satisfaction; Other variables customer of degree of satisfaction regarding network bank, then has the forward remarkable influence. 2. In consciousness sacrifice construction surface, the consideration “the money cost, the time cost, the search cost, the energetic cost” and so on variables serve influence of the customer degree of satisfaction regarding a bank computerization, the network bank “the search cost and the energetic cost” regarding the customer degree of satisfaction, and not obviously affect; Other variables customer of degree of satisfaction regarding network bank, then has the forward remarkable influence. 3. In consciousness value construction surface, the consideration “the gain value, the value in exchange, the use value, the scrap value” and so on variables serve influence of the customer degree of satisfaction regarding a bank computerization, “the value in exchange” regarding the network bank's customer degree of satisfaction, and not obviously affects; Other variables regarding the computerization service impetus's successful achievements, have the forward remarkable influence.