A Study of the Deficiency Identification for Mobile Banking APP Service Quality- A Case of Land bank

• Main Authors: CHU,CHIA-HUNG, 朱家鴻
• Other Authors: TSAI,MING-CHUEN
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/csawtz

碩士 === 中華大學 === 企業管理學系 === 105 === Changes in the financial environment coupled with technological innovation and financial operating costs, the financial technology will be the trend for financial services is in the future. So how to provide financial technology in line with the needs of the era of mobile services for the current financial industry becomea an important issue. In view of the trend, this study takes the Land Bank of Taiwan as an example, applying IPGA service quality identification model to explore the key factors of the service gaps of the mobile banking APP, hoping to provide Land Bank of Taiwan some reference when implementing digital financial services. In order to achieve the research purpose, this study was based on the Mobile Service Quality Scale, designed by Ya-Yu Chien in 2016, as the fundamental to design the questionnaire. The researcher organized 8 dimensions with 28 question items and designed a questionnaire which is suitable for the mobile banking APP service quality survey for Land Bank of Taiwan. The questionnaires were distributed to those users who have used Land Bank’s mobile banking APP before, and 260 copies of valid questionnaire returned. After collected and organized all retuned copies, this study adopted IPGA to conduct the empirical analysis, and the analytic results discovered that there’re 16 main factor coordinates located at the quadrant of “Concentrate Here” in the IPGA matrix, including the system function dimension’s “mobile banking system can be activated in time and worked normally”, the privacy and security dimension’s “mobile banking has security protection measures” and the compensation dimension’s “if any transaction problem occurred in mobile banking process, I can obtain compensation”, those main factors to be concentrated and improved. In addition, QFD method was used to make feasible improvement solution, and research results showed that experts are commonly considered that “stipulate certain compensation regulations”, “provide the credential security system for block transaction” shall be the feasible solution for improving the mobile banking service quality. As a result, this study’s results can be provided to the Land Bank as a reference to improve its mobile banking service quality.