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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0110101-174801 |
| Date | 10 January 2001 |
| Creators | Cheng, Hao-Wen |
| Contributors | Jun-Ying Huang, Tai-Hwa Chow, Ming-Rea Kao |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0110101-174801 |
| Rights | unrestricted, Copyright information available at source archive |
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