從品質認知落差觀點看網路/行動銀行之服務品質策略--美國經驗與台灣實證

• Main Authors: Huang, Ling Yi, 黃齡儀
• Other Authors: Chiu, Hong-Jen
• Format: Others
• Language: zh-TW
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/27722103203681637966

碩士 === 國立臺灣大學 === 國際企業學研究所 === 88 === Three decades recently as the industry changing with each passing day, social wealth accumulating, and people''s income standard enhancing, the investment and financial activities in the all kinds of industry have been promoted to become frequent day by day, and financial services have also approached variability. With the production of computers and mobile phones, it brings not only revolutions in information and communication but fashion in wireless internet, and it will approach a communication environment of personalization. In the times of internet relations with consumer will be the critical things to maintain business. Excellent relations with consumers will earn their loyalty. The nature of mobile communication, its service can be offered any time and any where, makes consumer services more possible and helps users to get service easier. This thesis is emphasized on the financial service quality offered by mobile banking presently. Because of the development of internet economy and mobile communication, financial service industries expand their service route for bestowing favor on consumers and supporting the investment benefits. And they have aggressively cooperated with mobile communication firms to provide whole services. Moreover, the liberty on telecommunications and the progress of computer science, such as personal computers, telephones, mobile phones, cable televisions, and satellite communication, make the service offered to consumers more variable and convenient. The item about that on line financial service will be successful or not depends on the service quality. Therefore, this research is entitled of probing to the service quality of mobile banking or related, and is combined with available information about the mobile banking such as Fubon Bank and E. Sun Bank. Furthermore, we try to analyze how to enhance their service qualities, to earn relative competition superiorities, and then to improve their inner power of competition.