ABSTRACT Traditional banks provide intermediary financial service by connecting with people under using operative efficiency and creating appropriate credit. However, in recent years, the financial industry in Taiwan suffered from more and more competitiveness, which resulted from unrestricting and internationalization and building financial center in Asia by Taiwan government, so the banks gain less and less profits. At the same time, because of the development of information technology and use of internet, every bank starts to setup its own homepage to provide internet service and gain the advantages of unlimited time, area, fewer cost and more customers from internet bank. The service quality is an important weapon for banks to compete. Although the form of Internet service is different from the traditional service, service quality is still the core competitiveness of the Internet bank. This study mainly investigated national banking website to realize their service functions. The basic structure accorded to the dimensions of SERVQUAL scale in service quality and integrated several traditional measuring factors of banking and modern references of Internet service quality. It also analyzed the relationships among service quality, user satisfaction and user loyalty that can strengthen the concept that increase service quality that also arouse competitiveness of banks. This study though practical research developed five dimensions of the scale, which included good image and assurance, reliability and convenience, price, empathy and customization, and the design of servicing system. After study process we can find: the reliability and convenience have the most affection in whole service quality and satisfaction. Otherwise, we can prove that good service quality will induce customers to raise their satisfaction and increase their loyalty. We can predict that service quality of Internet will be the usable weapon for bank to maintain customer loyalty after allowing setup the virtual Internet bank.

The competition in domestic money market is getting intense, and there are fewer differences between the service items operated by various banks. The financial industry does everything possible to combine with various channel service of bank by utilizing information technology. Besides introducing and developing various kinds of new derivatives, also actively utilizes the new technical technology to establish various kinds of service channels, allows the client to elastically apply various kinds of service channels provided by them, and enables the client to establish a permanent loyalty and trust with the bank. As for the present development of service channels in financial industry, the traditional brick-and-mortar banks, the ATM and unmanned branch are the familiar service channels, otherwise the Internet banking and Mobile banking are the emerging services provided by the financial industry in recent years. Generally speaking, except for the traditional brick-and-mortar banks, all the other service channels utilize the equipment of information technology to replace the traditional manpower, and provide the financial service. Based on the NEBIC theory, the purpose of this study is to discuss the reformation and value initiated by the financial industry choosing information technology, and defines the core developing capability for the financial industry.

Purpose of the Essay: The number of users of "Internet banks" is continuously increasing as more and more become aware of the possibilities offered. Therefor the demands of an "Internet bank" designer also increase to make sure the "Internet bank" is usable to as many different customers as possible. Many guidelines have been developed during the years to help designers to design usable graphical interfaces, but are they useful even when designing "Internet banks"? That is the question that we are trying to answer in this essay. Target group: This essay is first of all aimed at the people designing "Internet banks" and secondly to other designers within the area of Internet application design, to hopefully help them in making even better and more user friendly Internet applications. It can also be useful to students studying graphical Internet design. Method: In the search for answers to our questions we have concentrated on the design of MeritaNordbanken's "Internet bank" "Solo". By using information in books discussing design of interface usability we have tried to find guidelines used in the design of "Solo" and from that evaluated whether or not they are used as intended. We have also used a test group to get a second opinion in the question of guideline usage. The test group was intended to give us insight into the usage from an independent user's point of view. Our opinions were then compared to the users', to give us an answer as to how the guidelines were used and if changes where needed to better support the design of "Solo".

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Bankbranschen befinner sig i en ständig förändring, där traditionella bankkontor avvecklas och de digitala banktjänsterna tillkommer. Detta har skapat en ny sorts relation mellan bankernas kunder och banken, där den fysiska relationen har minskat och den digitala relationen har ökat. Således var det relevant att studera hur kundernas förtroende för banken har påverkats när bankerna digitaliserar sina tjänster. Syftet med studien är att undersöka digitaliseringen av banktjänsters påverkan på kundernas förtroende för banken. Studien utgår från en kvantitativ metod. Den kvantitativa metoden baseras på en positivistisk och deduktiv ansats som utgår från teorier och testar studiens tre hypoteser. Studiens empiriska data samlades in i form av en Internetenkät. Internetenkäten besvarades av 182 respondenter. I den teoretiska referensramen presenteras teorier som har för avsikt att klargöra studiens bakgrund. Digitalisering, osäkerhet och risk är de teorier som utgör studiens påverkande faktorer mot kundförtroendet för banken. Resultatet visar att digitalisering av banktjänster, upplevd osäkerhet i användningen av digitala banktjänster och upplevd risk i användningen av digitala banktjänster har ett negativt samband med kundernas förtroende för banken. / The banking industry is constantly changing. Where traditional banking offices are discontinued and the digital banking services are added. This has created a new kind of relationship between the bank’s customers and the bank, where the physical relationship has decreased and the digital relationship has increased. It then became relevant to study how the bank’s customers has been affected when banks digitize their services. The purpose of this study is to explore the digitization of banking services impact on customer’s trust to the bank. The study is based on a quantitative method. The quantitative method is based on a positivistic and deductive approach which is based on theories and tests the three hypotheses of the study. The empirical data was collected by an Internet survey. The Internet survey was answered by 182 respondents. The theoretical frame of reference presents theories that intend to clarify the background of the study. Digitization, uncertainty and risk are the theories that make up the study’s influencing factors towards customer trust in the bank. The result shows that digitization of banking services, the perceived uncertainty in the digitization of banking services and the perceived risk in the digitization of banking services has a negative correlation with customer trust in the bank.