以整合性科技接受模型探討無人銀行滿意度之研究

論文提要內容：在 Bank1.0、Bank 2.0、Bank 3.0、Bank4.0的演進當中，銀行業務也由櫃台、電腦或自動化櫃員機辦理義務、金融業務數位化、金融服務與顧客日常生活所需結合等依序轉變。本研究以整合性科技接受模型探討資訊科技接受度的績效預期、易用預期、社會影響、幫助條件等四項構面，來探討顧客使用無人銀行–存款機所產生的顧客滿意度。針對使用過存款機的顧客進行問卷調查，有效問卷計309份，經層級迴歸分析結果顯示，績效預期、易用預期、社會影響、幫助條件與顧客滿意度具顯著正向關係，且顧客滿意度對顧客持續使用意圖亦具顯著正向關係。而開放性人格特質對績效預期、易用預期、社會影響對顧客滿意度正向關係未具調節效果；開放性人格特質對幫助條件對顧客滿意度負向關係則具調節效果。針對上述結果，本研究提出了管理意涵與建議。

關鍵字

整合性科技接受模型；顧客滿意度；持續使用意圖

並列摘要

Abstract: In the evolution of Bank1.0, Bank 2.0, Bank 3.0, and Bank4.0, the banking business is also transformed by the obligation of counters, computers or automated teller machines, digitalization of financial services, and the combination of financial services and customers' daily life. This study explores the use of automatic banks – cash deposit machine by four aspects of Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions in the UTAUT. Customer satisfaction generated by the machine. Questionnaire survey was conducted for customers who used the cash deposit machine, and 309 valid questionnaires. The results of hierarchical regression analysis showed that Performance Expectations, Effort Expectancy, Social Influence, Facilitating Conditions and Customer Satisfaction had a significant positive relationship, and Customer Satisfaction. Moreover, there is a significant positive correlation between Customer Satisfaction and Continuous Intention.The Openness to Experience traits have no effect on the positive relationship between Performance Expectation, Effort Expectancy and Social Influence on Customer Satisfaction; Openness to Experience traits have a moderator effect on the negative relationship between Facilitating Conditions and Customer Satisfaction. In response to the above results, this study proposes management implications and recommendations.