顧客對於線上服務品質衡量之研究—以網路銀行為例
Date Issued
2004
Date
2004
Author(s)
邱以倫
DOI
zh-TW
Abstract
Since the quick development of Internet, the people using network and on-line trading are growing rapidly. Be aware of the business opportunities is not enough, enterprises have to think about how to let their customers trade on their websites to gain profits. On the other hand, they have to try to keep old customers and attract the new ones at the same time, because it’s very important to the enterprises’ profits. However, low price strategy or web presence nowadays can’t really reach the goal of gaining profits, because good electronic service quality is even more important to the customers now. Therefore, this research is trying to explore the customers’ evaluation standard of electronic service quality.
Reviewing the views both from the academic and business field, this research integrates the constructs of electronic service quality (such as usefulness, easy of use, tangibility, credibility, and recovery). In addition, this research takes network banking as a model to find out the important electronic service quality constructs that customers pay attention to and influence their judgment to develop a questionnaire to evaluate the electronic service quality of network banking.
Finally, through the results of the questionnaire, we hope to provide some suggestions to the enterprises in the field or the ones that want to participate in to upgrade their electronic service quality and gain profits. Besides, from the perspective of management, this research also hopes that through the questionnaire, the manager of the network banking can understand more about the standard the customers use to evaluate electronic service quality to help them efficiently make management strategies to reach their final goals.
Subjects
電子商務
網路銀行
服務品質
線上服務品質
E-commerce
network banking
service quality
electronic service quality
Type
other
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