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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/34151

    Title: 網路銀行服務品質、關係品質與顧客行為意向關係之研究
    Other Titles: A study on relationships among service quality, relationship quality and customer's behavior intention for internet banking
    Authors: 陳冠文;Chen, Kuang-wen
    Contributors: 淡江大學資訊管理學系碩士班
    謝順金;Hsieh, Shun-chin
    Date: 2005
    Issue Date: 2010-01-11 04:58:39 (UTC+8)
    Abstract: 隨著資訊和網路技術的迅速發展,目前許多銀行都具有網路銀行的服務,在這種激烈競爭的環境下,提升服務品質,增加顧客與該銀行的關係品質(滿意與信賴)進而增進顧客正面的行為意向(如忠誠、付出)是網路銀行長期獲利的關鍵因素。
    With the rapid development of information and network technology, nowadays, many banks have the services of internet banking. In the environment of severe competition, increasing the service quality and the relationship quality(satisfaction and trust)between the customers and banks to increase customer’s favorable behavior intention (loyalty and payment)is the critical factor of long-period benefits in the internet banks.
    This study mainly discusses the relationships among service quality、 relationship quality and customer’s behavior intention for internet banking. Sampling is focused on the users of various internet banks, and this study takes the form of internet questionnaire. We received 241 effective samples and use LISREL to analyze data.
    The study results reveal that: the service quality is positive relation to the relationship quality and customer’s behavior intention, and the relationship quality is positive relation to the customer’s behavior intention. The customer service and image has the most influence to the relationship quality, the other influence sequence in order is the website design and privacy/security. The relationship quality between customers and internet banks is positive relation to loyalty and pay more. The website design, privacy/security, and the customer service and image is positive relation to loyalty. The website design is positive relation to payment.
    Appears in Collections:[資訊管理學系暨研究所] 學位論文

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