在網路銀行及電子化服務盛行的時代,銀行業不再受時間及空間之限制,提供顧客更為便捷的高品質服務。顧客需要的不只是銀行的實體營業據點,更需要銀行所提供的業務功能。為此,銀行業必須建立機制嚴格管控網路銀行之服務品質。本研究以網路銀行之服務項目作為實證分析的研究,衡量網路銀行的服務品質之重要構面,進而發展評估網路銀行服務品質之機制。 本研究運用模糊層級分析法(Fuzzy Analytic Hierarchy Process,FAHP)為主要研究方法,首先藉由專家問卷調查建立目標層級結構,進而以層級架構及整體層級權重的統計,獲得各個評估構面準則之間的關係與相對的重要性。實證結果顯示「客戶隱私及權益保護」、「系統穩定性」、「交易失誤補償機制」、「即時回應顧客需求」、「網頁間連結品質」及「客服知識與能力」,為影響網路銀行服務品質最為重要之因素。
The internet banking has been blooming recently. The banks would not be limited by time and place to provide customers e-services. They can make customers be more convenient additionally. Therefore, the quality of service absolutely plays an important role, when the banks want to establish their internet banking system. It is clear that customers need applications not just from real store. For this reason, the quality of internet banking service should be regulated strictly. It is important to establish an evaluation system to evaluate the service quality for internet banking. This study adopts the method of FAHP (Fuzzy Analytic Hierarchy Process) and multiple steps to figure out the influenced factors.