| Summary: | 碩士 === 逢甲大學 === 經營管理碩士在職專班 === 98 === In view of technology advances in recent years, domestic banks have introduced the self-service technology, reduced personnel services and implement a number of supporting measures to encourage the clients to use information technology, such as the automated service area and the Automated Technology Machines (ATM) for the clients to conduct simple business. This study focus on finding out the impact of the self-service technology characteristics on customer relational benefits and satisfaction, and then the impact of the bank overall satisfaction by using the self-service technology.
The study aims to explore the use of self-service technology, to enhance the overall customer satisfaction of the bank efficiently, and also provide the relevant strategy and improvement to the banks. The study has delivered 276 questionnaires, and got 250 effective ones; the results shows the characteristics of self-service technology affect the overall customer satisfaction. For the management implications, the author suggests the bank industry can enhance the overall customer satisfaction by improving the satisfaction of self-service technology.
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