臺灣電子支付產業與中小型店家經營發展之關聯性研究

近年來行政院積極推動台灣電子支付市場的發展，希望2025年以前台灣電子支付應用場景滲透率能達到90%以上。金管會在《金融科技發展策略白皮書》中也提到「藉由政府推動及業者推廣的雙重管道，使國內電子支付占民間消費支出比例在五年內倍增，由現行26%提高至52%」。　　電子支付的推行有助於國內經濟的發展，其方便性與安全性有助於提升人民的消費。然而在這過程中是否忽略的中小型店家的發展？新的支付系統的導入將增加店家經營的成本，對於中小型店家的經營發展影響為何？　　本研究利用深度訪談法蒐集中小型店家經營者對於電子支付發展的看法與過去電子票證、信用卡支付系統導入的經驗，以Dahlman提出的交易成本理論的架構與顧客關係管理的概念，分析未來電子支付發展對於中小型店家的影響。最後根據台灣電子支付市場發展狀況，給予電子支付品牌未來可以嘗試發展的方向建議。

關鍵字

電子支付；中小型店家；交易成本理論；顧客關係管理

並列摘要

In these years, the Executive Yuan has actively promoted the development of Taiwan electronic payment market, setting a goal to reach the penetration of Taiwan’s electronic payment application to 90% by 2025. The Financial Supervisory Commission (FSC)also mentioned that “the proportion of electronic payments to private consumer spending will grow from 26% to 52% within 5 years”. The implementation of electronic payment contributes to the development of the domestic economy, and its convenience and safety help to increase private consumption. However, has the development of small and medium-sized stores been ignored? What is the impact on the development of small and medium shops, while the import of new payment system will increase the operation cost? This research uses in-depth interviews method to collect the views of small and medium-sized store operators on the development of electronic payment and the experience of the import of electronic stored value cards and credit cards payment systems. This research will analyze the impact of development on small and medium shops, based on the transaction cost theory proposed by Dahlman and the customer relationship management. Finally, according to the Taiwan electronic payment market, this research will give suggestions on the direction that electronic payment brands can try to develop in the future.