應用IPGA檢視網路銀行服務品質缺口研究

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/23576

Title:	應用IPGA檢視網路銀行服務品質缺口研究
Authors:	陳品壬
Contributors:	國際企業管理學系
Keywords:	重要性績效缺口 importance performance and gap analysis 服務品質 service quality 網路銀行 internet banking
Date:	2012
Issue Date:	2012-11-01 10:32:06 (UTC+8)
Abstract:	本研究利用重要績效缺口分析IPGA (importance performance and gap analysis)來探討民眾對於網路銀行服務品質實際感受程度與期望程度及待改善項目所座落之象限，在衡量構面上係利用Wolfinbarger and Gilly所發展出的eTailQ量表之四個構面分別為網站設計品質、履行/可靠、隱私/安全、顧客服務來衡量網路銀行使用者之服務品質。透過資料分析，發現民眾對於網路銀行之服務品質實際感受度與期望度間存在落差，IPGA象限也均座落在第二象限加強改善(concentrate here)與第三象限低優先順序(low priority)。本研究結果將提供網路銀行業者在提供網路金融服務上給予建議進而提升使用者之滿意程度。 By using the IPGA (importance-performance and gap analysis). In this study, we explore which quadrant might people's feelling located in about the the service quality of Internet banking, degree of expectation and items to be improved. We use four dimensions of eTailQ scale developed by Wolfinbarger & Gilly, to measure the quality of service for Internet banking users, the quality of website design, perform / reliability, privacy / security, and customer service. Through data analysis, a gap was found existing between people's feelling about the Internet banking service quality and the actual perception. IPGA quadrant are also located in the second quadrant of the improvement (concentrate here) and the low priority of the third quadrant (low priority). The results of this study will give advice to internet bankers to enhance the user's satisfaction with online financial services.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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