Using IPA Model to Improve the Service Quality of Third-Party Payment Service Companies

• Main Authors: Chia-Chang Chen, 陳家昌
• Other Authors: Ching-Chih Tseng
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/74610981682837160798

碩士 === 大葉大學 === 管理學院碩士在職專班 === 103 === Using IPA Model to Improve the Service Quality of Third-Party Payment Service Companies Student：Chia-Chang Chen Advisor：Prof. Ching-Chih Tseng Da-Yeh University ABSTRACT This study was designed to investigate the quality of third-party payment service in Taiwan.Based on related literature, this paper builds a scale of the third-party payment service quality. Using the questionnaire, the research focuses on the importance and satisfaction of the third-party payment service for consumers. 35 pre-test questionnaires and 194 official valid questionnaires were collected in the research. With the statistical data analysis and IPA method later, the paper gets the following conclusions: Firstly, consumers believe that the "reliability" and "accuracy" of third-party payment service quality are important and satisfactory. Secondly, consumers believe that the "reactive", "exchange", "continuous improvement" and "network speed" of third-party payment services are very important, but they are not satisfied with the present situation, which are the primary issues to be improved. Thirdly, the third-party payment service providers seem to pay too much attention in the automatic identification system, instant messages and friendly interface, which costs a lot of resources and effort. According to the IPA analysis, consumer care less on that issues. So the third-party payment service provider should consider an appropriate reduction in these inputs. In addition, over-reliance on e-mail and the other advanced equipment and over-publicized are also great problems in the third-party payment services. Fourthly, the minor areas of the third-party payment services for improvement are: improving service for specific target groups such as the disabled; strengthening exchanges with customers; increasing telephone support services and network support services and improving the system of third-party payment services. In addition, third-party payment service providers should improve their product quality, supplying customers with more diverse third-party payment services products. Key words: the third-party payment,service quality,IPA