Combining Kano Two-Dimensional Quality Model and PZB Model to Construct Service Quality Model for Mobile Payment

• Main Authors: Mao,Hsin-Yuan, 毛新元
• Other Authors: Lin,Shu-Ling
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/bx7v58

碩士 === 國立臺北科技大學 === 資訊與財金管理系 === 106 === In order to find out the service demand that mobile payment service has a greater impact on consumers, the industry can be used as a business strategy to enhance the appeal of the service. This paper examines the key quality attributes of mobile payment services through focus group interviews and Kano two-dimensional quality model and PZB service quality gap. After constructing the action payment service quality model, it sorts the importance and finds the service items that need to be urgently improved or added. This article reviews the evolution of action payments compiled by scholars in the past, and cuts into the survey of service quality from the perspective of consumers. Focus group interviews can guide users to propose effective and broad-based needs based on their past experience and external communication of products, and add or replace the original model facets with service quality facets that have not been excavated in the past. In the course of this interview, the “convenience” facet was found to be a service quality facet that was not adopted by PZB but was in line with current mobile payments. Most users think that it is better to have a third-party payment function for mobile payments. The results show that the operator should improve costs by shifting to quality of service factors with higher consumer satisfaction and dissatisfaction factors. Give priority to how to reduce customer dissatisfaction, and then consider improving satisfaction.