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| Title: | 行動銀行應用程式之服務品質與應用程式品質對於持續使用意願之影響
The Impact of Service Quality and Application Quality on the Continuance Intention of Mobile Bank Application |
| Authors: | 范鈺鑫
Fan, Yu-Hsin |
| Contributors: | 張欣綠
Chang, Hsin-Lu
范鈺鑫
Fan, Yu-Hsin |
| Keywords: | 行動銀行應用程式
推敲可能性模型
服務品質
應用程式品質
持續使用意願
Mobile bank applications
Elaboration likelihood model
Service quality
App quality
Continuance intention |
| Date: | 2020 |
| Issue Date: | 2020-08-03 17:36:13 (UTC+8) |
| Abstract: | With the progress of technology, people have become accustomed to accessing in-formation or completing daily tasks on their smartphone applications to save time and avoid troubles. Therefore, banks have launched their mobile bank applications to pro-vide various financial services, such as transferring money, purchasing foreign currencies or funds and so on. However, many smartphone users download far more applications than they actually use. Additionally, as more and more competing banks launch similar applications, the switching cost becomes lower. Thus, how to make users will-ing to continue using mobile bank applications is a very critical topic for banks.
In this study, we cooperate with First Bank, a top-ten bank in Taiwan, to examine factors that can persuade users to continue to use the mobile bank applications. We recruit its account users to test its newly launched application, iLEO. We classify the qualities of mobile bank applications into two kinds: service quality and app quality. Developed upon the elaboration likelihood model, we attempt to find out which quality-related cues are effective in persuading users to use iLEO continuously when considering individual differences, including self-efficacy and user involvement. The results are expected to help First Bank understand what cues are effective to persuade different users to use iLEO continuously and assist banks in planning different marketing events for different users. |
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| Description: | 碩士
國立政治大學
資訊管理學系
107356023 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0107356023 |
| Data Type: | thesis |
| DOI: | 10.6814/NCCU202001006 |
| Appears in Collections: | [資訊管理學系] 學位論文
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