淡江大學機構典藏:Item 987654321/120609
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    Title: 導入人工智能與顧客滿意度之實證研究:智能客服與網路銀行觀點
    Authors: 陳基祥
    Keywords: 人工智能;轉換態度;顧客滿意度
    Date: 2021-03-24
    Issue Date: 2021-04-22 12:12:26 (UTC+8)
    Publisher: 台灣管理學刊
    Abstract: 人工智能在金融領域應用,受到學術及市場高度關注。研究對象為銀行業者顧客,問卷進行方式含現場填答、電子郵件及網路填答,有效樣本數為386份。分析採用驗證性因素(CFA)和結構方程模式(SEM)。結果指出導入人工智能與顧客轉換態度有正向相關;同時轉換態度對智能客服與智能網路銀行有正向相關;雖然智能客服對顧客滿意度無顯著的正向相關,然而智能網路銀行對顧客滿意度有顯著的正向相關。後續分析包含研究結果、研究貢獻與管理實務。
    Relation: 台灣管理學刊
    Appears in Collections:[Graduate Institute & Department of Business Administration] Journal Article

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