摘要
摘要 網路ATM係結合「晶片金融卡」及「晶片讀卡機」，經由個人電腦上網連結至銀行網路ATM網站，隨時隨地在網際網路上享有各項金融服務，方便客戶進行網路購物、轉帳、繳款及投資等交易。網路ATM在使用介面和安全驗證上與實體ATM相似度較高，而在便利性和溝通性方面則與網路銀行較為相似，其不用出門、不須額外的文件手續，以及可在任何有電腦網路的地方經鬆使用的特性，受到網路族群的喜愛。 本研究經由文獻探討建構出初步架構，再經由德爾菲法，請專家將網路ATM服務品質之初步架構中的各構面準則，就其重要度加以評分，接著經由專家對此架構的各構面準則探討其相互關聯性的程度，以形成本研究架構；確認架構後，並對使用者發放問卷，將問卷調查的資料輸入super decisions軟體，找出最重要之構面與準則的權重，以提供銀行業者在建置網路ATM交易平台及提升網路ATM服務品質之參考。 本研究結果顯示網路ATM使用者最重視的構面為系統可用性、履行性及效率，而其相關重要的準則為1.可以很快速的完成交易、2.網站系統穩定、3.網站中容易搜尋到我要的資訊、4.網站使用方式很簡單、5.交易進行中網頁不會停滯不動。因此建議銀行業者應將焦點放在簡化交易流程，讓網路交易者可以盡快的完成交易為原則，其次建置一個穩定的系統，讓使用者可以隨時連線，不會因為網路壅塞而無法交易，讓網路使用者得以安心的交易；目前網路ATM業者並沒有提供搜尋功能，本研究也建議業者提供簡單易用的搜尋功能，讓使用者可以容易搜尋到使用上所需要的相關資訊。
並列摘要
Abstract The web-ATM is combined by the chip debit card and the chip card reader, and it connects to the web-ATM of bank through the Personal Computer. The users can use all the financial services that include online shopping, transferring accounts in banking, paying, and investing, on the Internet all the time. The using interface and the testing and verifying of web-ATM are more similar to the real ATM, and its convenience and communication are more similar to the Internet banking. The web-ATM is popular with Internet groups because it has many characteristics, for example, users do not go outside, need not hand in additional documents, and can use the Internet easily if the location has the Internet equipment. Our study builds the preliminary framework by literature review, and then through the Delphi, we ask the experts to take the importance of aspects and criteria of service quality of web-ATM in the preliminary framework to score. Then, we also ask them to discuss the interrelation of the aspects and criteria in the preliminary framework to establish the final framework. After confirming the final framework, we begin sending our questionnaire to the users. We enter the data of questionnaire into the software of super decisions to find the most important aspects and criteria and their weights. The bank proprietors can take our results as reference to build their flat-top building of web-ATM and improve the service quality of web-ATM. The results reveal that the users of web-ATM pay the most attention to the aspects are system availability, fulfillment, and efficiency, and the criteria include complete a transaction quickly, the system of web sit is stable, it is easy to search for the information I need on this web site, this web site is simple to use, pages at this web site do not freeze after I enter my order information. So, our study suggests that the bank proprietors should focus on the transaction process and let it simplify to let the users can complete their transactions quickly in principle. On the other hand, the bank proprietors should establish the stable system to let the users be always online and do their transactions safely. Recently, the bank proprietors of web-ATM do not offer the searching function, so, our study also suggests that they should supply it to let the users can seek and find the information they need easily.
參考文獻
延伸閱讀
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