Measuring the Service Quality of Internet Banking-Using E.Sun Bank as an Example

• Main Authors: Wen-Chuan Lin, 林文川
• Other Authors: Chien-Ta Ho
• Format: Others
• Language: en_US
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/04626321754210546757

碩士 === 國立中興大學 === 電子商務研究所 === 96 === Information technology is being developed rapidly in the recent years, and it is a tool to achieve competitive advantage. Banking is a demand-driven industry, in order to provide customers efficient banking services, information technology and Internet become more and more important for banks to delivery financial services. Banks starts to setup its own web portal to provide internet service and gain the advantages of unlimited time, area, fewer cost and more customers from internet banking. The service quality is an important tool for banks to compete. Therefore, it is important to utilize good service quality in order to differentiate itself from other service providers. This research adopted the dimensions of electronic service quality (e-service quality) and customers perceived service quality to develop a framework that can be used to measure Internet banking service. This research uses Taiwan’s Internet banking users as survey targets for its empirical studies. From the empirical studies it would able to find dimensions that are positively related to the overall service quality of Internet banking service quality and develop a scale for the measurement model. From the research results, this research assist the Internet banking service provider to further understand how customers measure Internet banking service quality. This study also provides suggestions to managers of Internet banking services to improve the quality of service and helps them to devise efficient management strategies.