The Factors of Internet Bank Influence on Customer Satisfaction –A Bank as An Example

• Main Author: 夏友芳
• Other Authors: Ching-Wen Mo
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/gjj2f7

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 106 === The Factors of Internet Bank Influence on Customer Satisfaction –A Bank as An Example ABSTRACT From the Facebook–Cambridge Analytica data scandal to Taiwan's First Bank ATM heist in Taiwan and the SWIFT System Hacking Incident of Taiwan's Far Eastern International Bank, displaying the information security become to one of the important topic now. Therefore, the bank industry must to consider the information security when they develop the internet banking business. This research adopts four factors that included Security, System Quality, Information Quality and Service Quality to realize the understanding of customer when they use the internet banking. Further to analyze these four factors how to influence the customers’ satisfaction. The empirical results reveal that these four factors (Security, System Quality, Information Quality and Service Quality) can influence the customers’ satisfaction. The ranking level of influence the customers’ satisfaction is System Quality, Information Quality, Security and Service Quality. These research results can provide the reference to the bank industry when they develop the internet banking business and proposal the managing strategy. Keywords: Internet Banking, Security, System Quality, Information Quality, Service Quality, Customer’s Satisfaction