資訊品質、系統品質、服務品質與顧客感知价值關聯性之探討-以現今越南行動銀行市場為例

ASIA unversity > 管理學院 > 經營管理學系 > 博碩士論文 > Item 310904400/80923

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题名:	資訊品質、系統品質、服務品質與顧客感知价值關聯性之探討-以現今越南行動銀行市場為例
作者:	宫唯庆
贡献者:	經營管理學系
关键词:	DeLone and McLean’s IS success model Mobile banking Information quality System Quality Service quality Perceived convenience Perceived service value
日期:	2014-07-28
上传时间:	2014-09-12 02:12:21 (UTC+0)
出版者:	Asia University
摘要:	Mobile banking is considered as an information intensive business. From the information technology perspective, quality characteristics of mobile banking should have a definite impact on the business value of the bank. Moreover; mobile banking channels are the essential interface between the bank and its customers. Using these online channels, customers transact with the bank’s computer network electronically. Thus, examining the quality of the system, the quality of the information provided by the system, the quality of services offered by the providers, the customer’s use of the system, as well as the impact of using the technologies on the customer’s perception of service value, are all necessary for the success of the m-banking practice. By using the IS success model as our theoretical framework and integrating perceived control (from Theory of Planned Behavior), perceived convenience in the model, this study may provide an integrated understanding of m-banking success. The relationships of latent constructs were examined by employing an empirical study. 200 respondents were selected from target population in Hanoi city (Vietnam). AMOS was used for testing the reliability, the validity and the support of the proposed hypotheses. Empirical findings affirmatively confirmed the positive influence of system quality and service quality on perceived control and perceived convenience. Consequently customers’ perceived service value is also positively impacted by post-using experiences (control and convenience). Contradictory to the proposed hypothesis, information quality has little or no impact on customer feeling of control and convenience. That can be contributed by the inefficient quantity and quality of information that provided by the bank.
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