請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/30150完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 翁崇雄(Chorng-Shyong Ong) | |
| dc.contributor.author | Leela Koosirivaroowan | en |
| dc.contributor.author | 丘雅玫 | zh_TW |
| dc.date.accessioned | 2021-06-13T01:39:38Z | - |
| dc.date.available | 2007-07-19 | |
| dc.date.copyright | 2007-07-19 | |
| dc.date.issued | 2007 | |
| dc.date.submitted | 2007-07-13 | |
| dc.identifier.citation | 中文部份
王郁琦、紀懿珊， 民90，網路銀行業務相關法制議題之研究，網路與社會研討會論文。 邱以倫，民93，顧客對於線上服務品質衡量之研究─以網路銀行為例，臺灣大學資訊管理研究所碩士論文。 邱景明，民88，網際網路線上服務服務品質衡量模式之建立，臺灣大學資訊管理研究所碩士論文。 李佩娗，民94，網路銀行服務品質與顧客滿意度之研究，成功大學統計學研究所碩士論文。 翁崇雄，民82，評量服務品質與服務價值之研究─以銀行業為實證對象，臺灣大學商學研究所未出版博士論文。 翁崇雄， 民87，消費者對網際網路期望服務之研究，國科會專題研究計劃 NSC 87-2416-H-002-020, 1-28。 陳孝悌，2003，智慧型顧客關係管理顧客滿意度衡量，台肥季刊, 頁21。 陳晏如，民77，銀行業服務品質之實證研究，政治大學企業管理研究所碩士論文。 莊景弼，民88，我國網路銀行關係品質模式之研究，大葉大學資訊管理研究所碩士論文。 許柏林、吳振玉、李建成，民88，電子商務銀行業務之研究(上)，華銀月刊，49卷7期，6-22。 葉其葳，民85，網際網路對電子銀行服務影響之研究，中正大學財務金融研究所碩士論文。 英文部份 Alsop, S. 2000 November. The Dawn of E-Service. Fortune, Vol. 138, No.9, 243-244. Anderson, J. C. and Gerbing, D. W. 1988. Structural Equation Modeling in Practice: A Review and Recommend Two-step Approach. Psychological Bulletin, Vol. 103, No. 3, pp 411-23. Ariely, D. 2000. Controlling the Information Flow: Effects on Consumers’ Decision Making and Preferences. Journal of Consumer Research, Vol. 27, Iss. 2, 233-248. Bahia, K. and Nantel, J. 2000. A Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks. International Journal of Bank Marketing, Vol. 18, No. 2, 84-91. Barcia, S. M. 2000. Internet Pharmacies: All Hype with no Help. Health Management Technology, Vol. 21, No. 4, 24-25. Bateson, J. 1997. Do We Need Service Marketing?. Marketing Consumer Services: New Insights, Cambridge, MA, Marketing Science Institute, Report 77-115. Berry, L. L. 1980. Service Marketing is Different . Business.30, 24-29. Bessom, R. M. Jackson, D. W., 1975. Service Retailing: A Strategic Marketing Approach. Journal of Retailing, Vol. 51, No. 2, 75-84. Bitner, M. J. 1990 April. Evaluating Service Encounters: The Effect of Physical Surrounding and Employee Response. Journal of Marketing. Vol. 54, Iss. 2, 66-82. Bitner, M. J. 1992 April. Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Broderick, A. J. and Vachirapornpuk, S. 2002. Service Quality in Internet Banking: The Importance of Customer Role. Marketing Intelligence & Planning, Vol. 20, No. 6, 327-335. Carmen, J. M. and Langeard, E. 1980. Growth Strategies of Service Firms. Strategic Management Journal. No. 1, 7-22. Journal of Marketing. Vol. 56, Iss. 2, 57-71. Chaoprasert, C. and Elsey, B. 2004. Service Quality Improvement in Thai Retail Banking and Its Management Implications. ABAC Journal, Vol. 21, No. 1, pp. 47-66. Colletti, D. L. 1987. Retail Banking Success: A Question of Quality. Banking Administration, April, 42-48. Collier, D. A. 1994. The Service/Quality Solution: Using Service Management to Gain Competitive Advantage. Milwaukee, WI: ASQC Quality Press. Consumer Banking, September 2001. War in Retail Banking, NECTEC, Bangkok. Cowling, A. and Newman, K. 1995. Banking on People: TQM, Service Quality, and Human Resources. Personnel Review, Vol. 24, Iss 7, 25-40. Dabholkar, P. A. 1996. Consumer Evaluations of New Technology-based Sef-service Operations: An Investigation of Alternative Models. International Journal of Research in Marketing, Vol. 13, No. 1, 29-51. Davies, F., Moutinho, L., and Curry, B. 1995. Construction and Testing of a Knowledge-based System in Retail Bank Marketing. International Journal of Bank Marketing, Vol. 13, No. 2, 4-14. Davis, F. D. 1989 September. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, Vol. 13, Iss. 3, 319-340. Dawes, J. and Swailes, S. 1999. Retention Sans Frontiers: Issues for Financial service retailers. International Journal of Bank Marketing, Vol. 13, No. 4, pp. 19-25. Deighton, J. 1992 December. The Consumption of Performance. Journal of Consumer Research. Vol. 19, Iss. 3, 362-372. De Ruyter, K., Wetzels, M., and Kleijnen, M. 2001. Customer Adoption of E-service: An Experimental Study. International Journal of Service Industry Management, Vol. 12, No. 2, pp. 184-207. Farsad, B. and Elshennawy, A. K. 1989. Defining Service Quality is Difficult for Service and Manufacturing Firms. Industrial Engineering, Vol. 21, Iss. 3, 17-19. Flick, U. 1998. An Introduction to Qualitative Research. Sage Publications, London. Gerrard, P. and Cunningham, J. B. 2005. The Service Quality of E-Banks: An Exploratory Study. International Journal Financial Services Management, Vol. 1, No. 1, 102-116. Griffith, D. A. and Krampf, R. F. 1998. An Examination of the Web-based Strategies of the Top 100 U.S. Retailers. Journal of Marketing Theory and Practice, Vol. 6, No. 3, 12-23. Grönroos, C. 1978. A Service-Oriented Approach to Marketing of Services. European Journal of Marketing. Vol. 12, No. 8, 588-601. Grönroos, C. 1982. Strategic Management and Marketing in the Service Sector. Helsinki: Swedish School of Economics and Business Administration. Grönroos, C. 1984. Service management and Marketing: Managing the Moments of Truth in Service Companies. Lexington Books, Lexington, MA. Grönroos, C. 1990. Service Management and Marketing: Managing the Moment of Truth in Service Competition. Lexington. MASS: Lexington Books. Grönroos, C., Helnonen, F., Isoniemi, K., and Lindholm, M. 2000. The NetOffer Model: A Case Example from the Virtual Marketspace. Management Decision, Vol. 38, No. 4, 243-252. Gurau, C., Ranchhod A., and Hachney R. 2001. Internet Transactions and Physical Logistics: Conflict or Complementarity?. Logistics Information Management, Vol. 14, No. ½ pp.33-43. Hair Jr., J. F., Black, W. C., Babin, B. J., Anderson, R. E., and Tatham, R. L. 2006. Multivariate Data Analysis 6th. Prentice-Hall. Jayawardhena, C. and Foley, P. 2000. Changes in the Banking Sector – The Case of Internet Banking in the UK. Internet Research: Electronic Networking Applications and Policy, Vol. 10, No. 1, 19-30. Johnston, R. 1995. The Determinants of Service Quality: Satisfiers and Dissatisfiers. International Journal of Service Industry Management. Vol. 6, No. 5, 53-71. Jun, M. and Cai, S. 2001 March. The Key Determinants of Internet banking Service Quality: A Content Analysis. The International Journal of Bank Marketing. Vol. 19, No. 7, 276-291. Juran, J. M. 1974. Quality Control Handbook. New York: McGraw-Hill Book Co., 3rd Ed. Kaynama, S. A., Black, C. I. 2000. A Proposal to Assess the Service Quality of Online Travel Agencies. Journal of Professional Services Marketing, Vol. 21 No.1, 63-68. Knisely, G. 1979. Financial Services Marketers Must Learn Packaged Goods Selling Tools. Advertising Age, 50 (March 19), 58-62. Kotler, P. and Keller, K. L. 2006. Marketing Management, Upper Saddle River, NJ: Prentice-Hall. Lassar, W. M., Manolis, C., and Winsor, R. D. 2000. Service Quality Perspectives and Satisfaction in Private Banking. Journal of Service Maketing, Vol. 14, No. 3, 244-271. Lederer, A. L., Mirchandani D. A., and Sims K. 2001. The Search for Strategic Advantage from the World Wide Web. International Journal of Electronic Commerce, Vol. 5, No. 4:117-133. Li, Y. N., Tan, K. C., and Xie, M. 2002. Measuring Web-based Service Quality. Total Quality Management, Vol. 13, No. 5, 685-700. Lin, C. C. 2003. A critical appraisal of customer satisfaction and e-commerce. Managerial Auditing Journal, Vol.18, No.3. Liu, C. and Arnett, K. P. 2000. Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce. Information & Management, Vol. 38, No. 1, 23-34. Lociacono, E., Watson, R. T., and Goodhue, D. L. 2000. WebQual: A Web Site Quality Instrument. Working Paper, Worcester Polytechnic Institute. Lovelock, C. H. 1980. Towards a Classification of Services. Theroretical Developments in Marketing. American Marketing, 72-76. Madu, C. N. and Madu, A. A. 2002. Dimensions of E-Quality. International Journal of Quality & reliability management, Vol. 19, No. 3, 246-258. McIvor, R., Hamphreys, P., and Huang, G. 2000. Electronic Commerce: Re-engineering the Buyer-Supplier Interface. Business Process Management Journal, Vol. 6, No. 2, 122-138. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., and Bitner, M. J. 2000. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounter. Journal of Marketing, Vol. 64, Iss. 3, 50-64. Mols, N. P. 2000. The Internet and banks strategic distribution channel decisions. International Journal of Bank Marketing, Vol.17, No.6, 295-300. Neuman, W. L. 1997. Social Research Methods – Qualitative and Quantitative Approaches, 3rd. Allyn and Bacon, Boston, MA. Nunnally, J. C. 1978. Psychometric Theory 2nd.McGraw-Hill Book Company. New York, NY. Ongkasuwan, M. and Tantichattanon, W. 2002. A Comparative Study of Internet Banking in Thailand. Asian University of Science and Technology, Thailand, 6. Oppewal, H. and Vriens, M. 2000. Measuring Perceived Service Quality Using Integrated Conjoint Experiments. International Journal of Bank Marketing, Vol. 18, No. 4, 154-169. Page, C. and Lepkowska-White, E. 2001. Web Equity: A Framework for Building Consumer Value in Online Companies. Journal of Consumer Marketing, Vol. 19, No. 3, 231-248. Palmer, A. and Cole, C. 1995. Services Marketing: Principles and Practice. Prentice-Hall, Englewood Cliffs, NJ. Parasuraman, A. and Grewal, D. 2000. Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview. Journal of the Academy of Marketing, Vol. 28, No. 1, 9-16. Parasuraman, A. and Grewal, D. 2000. The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda. Journal of the Academy of Marketing, Vol. 28, No. 1, 168-174. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1985. A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, Vol. 49, 41-50. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1988 spring. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol. 64, Iss. 1, 12-40. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1991. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. Vol. 67, Iss. 4, 420-450. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1994. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implication for Further Research. Journal of Marketing, Vol. 58, Iss. 1, 111-124. Proomprow, A. 2003. Customer satisfaction with the internet banking of Siam commercial Bank. Thesis, Srinakharinwirot University,Bangkok, pp.12. Pukapan, P. and Trisatienpong, P. 2001. The Commercial Bank Mangement, Jamjuree Products, Thailand. Ramaswamy, R. 1996. Design and Management of Service Processes: Keeping Customers for Life. Prentice Hall. Regan, W. J. 1963. The Service Revolution. Journal of Marketing, Vol. 27, No. 3, 57-62. Rotchanakitumnuai, S. and Speece M. 2004. Corporate Customer Perspectives on Business Value of Thai Internet Banking. Journal of Electronic Commerce Research, Vol. 5, No.4, 273. Rust, R. T. 2001 May. The Rise of E-Service. Journal of Service Research, Vol. 3, Iss. 4, 283-284. Rust, R. T., and Lemon, K. N. 2001 Spring. E-Service and the Consumer. International Journal of Electronic Commerce, Vol. 5, No. 3, 85-101. Santos, J. 2003 March. E-Service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality, Vol. 13, No. 3, 233-246. Sasser, W. E., Olsen, R. P., and Wyckoff, D. D. 1978. Management of Service Operations: Text and Cases. Boston, MA: Allyn & Bacon. Sathye. M. 1999. Adoption of Internet Banking by Australian Consumers: An Empirical Investigation. International Journal of Bank Marketing, Vol. 17, No. 7, 324-334. Shostack, G. L. 1977. Breaking Free from Product Marketing. The Journal of Marketing, Vol. 41, Iss. 2, 73-80. Stepanek, M. 2000 March. You’ll Wanna Hold Their Hands. Business Week, No.22, EB30. Swaminathan, V., Lepkowska-White, E., and Rao, B. P. 1999. Browsers or Buyers in Cyberspace? An Investigation of Factors Influencing Electronic Exchange. Journal of Computer-Mediated Communication, Vol. 5, No. 2. Szymanski, D. M. and Hise, R. T. 2000. E-Satisfaction: An Initial Examination. Journal of Retailing, Vol. 76, No. 3, 309-322. Taylor, S. and Todd, P. 1995. Decomposition and Crossover Effects in the Theory of Planned Bahavior: A Study of Consumer Adoption Intentions. International Journal of Research in Marketing, Vol. 12, No. 2, 137-155. Thomas, D. R. E. 1978, Strategy is Different in Service Business. Harvard Business Review, 158-165. Upah, G. D., 1980. Mass Marketing in Service Retailing: A Review and Synthesis of Major Methods. Journal of Retailing. No. 56, Fall, 59-76. Van Riel, A. C. R., Liljander, V., and Jurriens, P. 2001. Exploring Consumer Evaluations of E-Services: A Portal Site. International Journal of Service Industry Management, Vol. 12, No. 4, 359-377. Venkatraman, N. 2002. Five steps to a dot-com strategy: how to find your footing on the Web. Sloan Management Review, Spring2000, Vol.41 Issue3, pp.15-28. Waltner, C. 2000 July. Web Commerce Means E-Service. Informationweek, No.12, 68-72. Wolfinbarger, M. F. and Gilly, M. C. 2002. .comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience. Working Paper, No. 02-100, Marketing Science Institute, Cambridge, MA. Wong, S. M. and Perry, C. 1991. Customer Service Strategies in financial retailing. International Journal of Bank Marketing, Vol. 9, No. 3. Wortzel, R. 1979. New Life Style Determinants of Women’s Food Shopping Behavior. Journal of Marketing,Vol. 43, 28-29. Yang, Z. 2001. Consumer Perceptions of Service Quality in Internet-based Electronic Commerce. Proceedings of the 30th EMAC Conference, 8-11 May, Bergen. Yang, Z. and Jun, M. 2002 Spring. Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives. Journal of Business Strategies, Vol. 19, No. 1, 19-41. Yang, Z., Jun, M., and Peterson, R. T. 2004. Measuring Customer Perceived Online Service Quality. International Journal of Operation & Production Management, Vol.24, No.11. Yang, Z., Peterson, R. T., and Huang, L. 2001 Summer. Taking the Pulse of the Internet Pharmacies. Marketing Health Services, Vol. 21, Iss. 2, 4-10. Yang, Z., Jun, M., and Peterson, R. T. 2004. Measuring Customer Perceived Online Service Quality. International Journal of Operations & Production Management, Vol. 24, No. 11, 1149-1174. Yong, J. K. 2000. A Multidimensional and Hierarchical Model of Service Quality in the Participant Sport Industry. Unpublished doctoral dissertation. The Ohio State University. Zeithaml, V. A. 1981. How Consumer Evaluation Processes Differ between Goods and Services. Marketing of Services. Chicago: American marketing Association, 186-190. Zeithaml, V. A. and Bitner, M. J. 1996. Service Marketing. New York. NY: The McGraw-Hill Company, INC. Zeithaml, V. A., Parasuraman, A., and Malhotra, A. 2000. A Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Managerial Practice. Working paper. Report No.00-115, Marketing Science Institute. Zeithaml, V. A., Parasuraman, A., and Malhotra, A. 2002 Fall. Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, Vol. 30, No. 4, 362-375. 泰華農民銀行. (n.d.). Retrieved November 1, 2007, from http://www.kasikornbank.com/GlobalHome/TH/homepage.html National Electronics and Computer Technology Center. Internet User Profile of Thailand 2005. Retrieved April 20, 2007, from http://www.nectec.or.th/ | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/30150 | - |
| dc.description.abstract | 自從網際網路發展以來，電子商務日益受歡迎，所以網際網路使用者的數量不斷增加，使得電子商務產業具有無限的商機。同時，電子商店的數量也迅速地增加，導致線上交易的競爭情況非常激烈。網路銀行是電子商務的一部份，於是也遇到這種情況。所以為了保持線上顧客再回來使用，網路銀行如何提升網路銀行服務品質是很重要的主題。
因此本研究試圖綜合各學者的看法，整合服務品質、線上服務品質、網路銀行服務品質，發展出更適合衡量現代的網路銀行服務品質模式。此外，本研究也以一家泰國的網路銀行作為實證研究的對象，確認出對此網路銀行的顧客評估網路銀行服務品質所影響的重要構面─包括可靠性、易用性、回應性、服務組合，而且進一步發展出網路銀行服務品質量表。 最後，藉由上述的研究結果，本研究希望能讓網路銀行經營者更了解顧客評量網路銀行服務品質的標準。因此為了提升網路銀行服務品質及顧客行為意向，本研究希望網路銀行業採用本研究網路銀行服務品質量表與建議來衡量及提高網路銀行服務品質。 | zh_TW |
| dc.description.abstract | Since the growth of the Internet in recent years, e-commerce becomes popular. The growing number of Internet user leads to opportunity in e-commerce. Meanwhile, the number of online-store is growing rapidly. The competition of online trading becomes aggressive. Due to Internet banking is the part of e-commerce, Internet banking also faces off this circumstance. Therefore, Internet bank must improve Internet banking service quality to keep the customers whom are using Internet bank’s service.
In reviewing many related articles, this research integrates service quality, online service quality, and Internet banking service quality concepts in order to develop new Internet banking service quality model. Furthermore, this research uses one Thai Internet banking as a model to find out the Internet banking service quality dimensions including reliability, ease of use, responsiveness, and service portfolio and develop a questionnaire to measure the Internet banking service quality. Finally, according to the result, this research believes the research framework and serves as a guideline for Internet banks so that they can better understand the criterion their customers use to evaluate Internet banking service quality. Moreover, this research also hopes that Internet banks will adopt Internet banking service quality scales and suggestion this research developed to improve Internet banking service quality. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T01:39:38Z (GMT). No. of bitstreams: 1 ntu-96-R94725050-1.pdf: 3016862 bytes, checksum: ff96108b2e436894f2e266b623a86e4a (MD5) Previous issue date: 2007 | en |
| dc.description.tableofcontents | 第一章 緒論 1
第一節 研究背景 1 第二節 研究動機 3 第三節 研究目的 3 第二章 文獻探討 5 第一節 服務 5 2.1.1 服務的定義 5 2.1.2 服務的特性 6 第二節 服務品質 7 2.2.1 服務品質的定義 7 2.2.2 服務品質模式 8 2.2.3 服務品質的衡量構面 9 第三節 線上服務品質 11 2.3.1 線上服務 11 2.3.2 線上服務品質定義 12 2.3.3 線上服務品質的衡量構面 12 第四節 網路銀行 23 2.4.1 銀行業服務品質 23 2.4.2 網路銀行定義與特性 24 2.4.3 網路銀行服務品質的衡量構面 25 第三章 研究方法 28 第一節 研究架構 28 第二節 變項之定義與衡量 29 3.2.1 網路銀行服務品質衡量構面 29 3.2.2 認知整體網路銀行服務品質 31 3.2.3 顧客行為意向 31 3.2.4泰華農民銀行的背景 31 第三節 研究假設 34 第四節 研究抽樣與資料蒐集 34 3.4.1 問卷設計 34 3.4.2 研究對象 36 3.4.3 問卷進行方式 37 第五節 資料分析方式 37 第四章 資料分析與研究結果 38 第一節 原始問卷信度與效度分析 38 第二節 人口統計變數分析 38 第三節 問卷精簡過程 43 第四節 信度與效度分析 48 第五節 假設檢定 52 第六節 精簡後量表探討 56 第五章 結論與建議 63 第一節 研究結論 63 第二節 研究貢獻 65 第三節 研究限制 65 第四節 後續研究之建議 66 參考文獻 67 附錄 問卷 76 | |
| dc.language.iso | zh-TW | |
| dc.subject | 服務品質 | zh_TW |
| dc.subject | 網路銀行 | zh_TW |
| dc.subject | 網際網路 | zh_TW |
| dc.subject | service quality | en |
| dc.subject | Internet banking | en |
| dc.subject | Internet | en |
| dc.title | 網路銀行服務品質之研究─以泰國泰華農民銀行為例 | zh_TW |
| dc.title | The Research of Internet Banking Service Quality - A Case Study of Kasikorn Bank | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 95-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳國泰(Kuo-Tay Chen),季延平(Yan-Ping Chi) | |
| dc.subject.keyword | 網路銀行,服務品質,網際網路, | zh_TW |
| dc.subject.keyword | Internet banking,service quality,Internet, | en |
| dc.relation.page | 83 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2007-07-13 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 資訊管理學研究所 | zh_TW |
| 顯示於系所單位： | 資訊管理學系 | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| ntu-96-1.pdf 未授權公開取用 | 2.95 MB | Adobe PDF |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。