Applying Importance-Performance Analysis to Explore Service Quality of Mobile Payment- A Case of Taiwan Pay

• Main Authors: WANG, HSIU-CHUN, 王秀君
• Other Authors: HUANG, SHENG-JU
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/uu3jg2

碩士 === 龍華科技大學 === 企業管理系碩士班 === 106 === Technology has changed consumer original behavior. As mobile technology has advanced, mobile payment has become a new style of payment in general. It is the future trend to combine personal mobile devices with financial payments tools so that users can easily make small payment no need to bring their wallet. The service quality of Taiwan Pay is primarily determined by the reviews or satisfactory index of its users. When the users remark higher satisfactory level, its overall review of service quality appears to be better consequently. Importance-Performance Analysis (IPA) was employed in this study for investigating the service quality of Taiwan Pay. The data were collected through questionnaire survey, and total 467 valid responses were received for further statistical analyses. The service quality is divided into four quadrants for understanding the importance and performance of service quality in Taiwan Pay. It provides Taiwan Pay with improvement suggestions in business strategies so as to enhance the user satisfaction and service performance.