政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/130980

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/130980

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | Items with full text/Total items : 113318/144297 (79%)
Visitors : 51097890 Online Users : 881

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

Scope

please add "double quotation mark" for query phrases to get precise results

please goto advance search for comprehansive author search

Adv. Search

Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer

Goto mobile version

政大典藏 > College of Commerce > Department of MIS > Theses > Item 140.119/130980

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/130980

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.
Reference:	趙珮晴, & 余民寧. (2018). 未來職業意圖受 [情境] 影響? 以社會認知生涯理論分析. 257–290. https://doi.org/10.6209/JORIES.201809Bhattacherjee, A., & Sanford, C. (2006). Influence Processes for Information Technology Acceptance: An Elaboration Likelihood Model. 30(4), 805–825. Cheung, C. M. Y., Sia, C. L., & Kuan, K. K. Y. (2012). Is this review believable? A study of factors affecting the credibility of online consumer reviews from an ELM perspective. Journal of the Association of Information Systems, 13(8), 618–635. https://doi.org/10.17705/1jais.00305 Chiu, C. M., Chiu, C. S., & Chang, H. C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and Web-based learning continuance intention. Information Systems Journal, 17(3), 271–287. https://doi.org/10.1111/j.1365-2575.2007.00238.x Devaraj, S., M. Fan, R. K. (2002). “Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics,” Information Systems Research. (July 2019). Fang, Y. H. (2017). Exploring task-service fit and usefulness on branded applications continuance. Journal of Services Marketing, 31(6), 574–588. https://doi.org/10.1108/JSM-07-2016-0256 Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312 Gan, C. L., & Balakrishnan, V. (2017). Enhancing classroom interaction via IMMAP - An Interactive Mobile Messaging App. Telematics and Informatics, 34(1), 230–243. https://doi.org/10.1016/j.tele.2016.05.007 Gefen, D., & Straub, D. (2005). A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example. Communications of the Association for Information Systems, 16, 91–109. https://doi.org/10.17705/1cais.01605 Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems, 4(October). https://doi.org/10.17705/1cais.00407 Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. Journal of Strategic Information Systems, 19(3), 207–228. https://doi.org/10.1016/j.jsis.2010.05.001 Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM). Practical Assessment, Research and Evaluation, 21(1), 1–16. https://doi.org/10.1108/ebr-10-2013-0128 Hajiheydari, N., Hernandez-Carrion, J. R., & Ashkani, M. (2018). Mobile application diffusion and success: An interpretative approach to influential factors. International Journal of E-Services and Mobile Applications, 10(4), 18–39. https://doi.org/10.4018/IJESMA.2018100102 Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20(January), 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014 Hoehle, H., & Venkatesh, V. (2015). Mobile application usability: Conceptualization and instrument development. MIS Quarterly: Management Information Systems, Vol. 39, pp. 435–472. https://doi.org/10.25300/MISQ/2015/39.2.08 Hulland, J. (1999). USE OF PARTIAL LEAST SQUARES (PLS) IN STRATEGIC MANAGEMENT RESEARCH: A REVIEW OF FOUR RECENT STUDIES. 18(May), 1998. Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors influencing the intention to use mobile payment. Computers in Human Behavior, 26(3), 310–322. https://doi.org/10.1016/j.chb.2009.10.013 Kim, D. J., & Hwang, Y. (2012). A study of mobile internet user’s service quality perceptions from a user’s utilitarian and hedonic value tendency perspectives. Information Systems Frontiers, 14(2), 409–421. https://doi.org/10.1007/s10796-010-9267-8 Kim, H.-W., Xu, Y., & Koh, J. (2004). A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers. Journal of the Association for Information Systems, 5(10), 392–420. https://doi.org/10.17705/1jais.00056 Lowry, P. B., Vance, A., Moody, G., Beckman, B., & Read, A. (2008). Explaining and predicting the impact of branding alliances and web site quality on initial consumer trust of E-commerce web sites. Journal of Management Information Systems, 24(4), 199–224. https://doi.org/10.2753/MIS0742-1222240408 Parasuraman, A., & Zeithaml, V. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service …. Retailing: Critical …. Retrieved from http://books.google.co.uk/books?hl=en&lr=&id=Rt96wAigg2oC&oi=fnd&pg=PA140&dq=over+50%27s+consumer+behaviour&ots=pPv45yAHvK&sig=AL2ewACQwL3_En3qjvd1Bo5k9fw Peng, K. F., Chen, Y., & Wen, K. W. (2014). Brand relationship, consumption values and branded app adoption. Industrial Management and Data Systems, 114(8), 1131–1143. https://doi.org/10.1108/IMDS-05-2014-0132 Petty, R. E., & Cacioppo, J. T. (1986). The elaboration likelihood model of persuasion. Advances in Experimental Social Psychology, 19(C), 123–205. https://doi.org/10.1016/S0065-2601(08)60214-2 Review 24. 39+ Smartphone Statistics You Should Know in 2019 Retrieved January 29 2020, from https://review42.com/smartphone-statistics Seddon, P. B. (1997). A Respecification and Extension of the DeLone and McLean Model of IS Success. Information Systems Research, Vol. 8, pp. 240–253. https://doi.org/10.1287/isre.8.3.240 Statista. App Users Spend 77% of Their Time on Their Top 3 Apps Retrieved September 30 2019, from https://www.statista.com/chart/3835/top-10-app-usage/?fbclid=IwAR2nqjzTjVri8-cuAO3VR-Zs-YlwZit9AzTfcY7Ckw6Q3VrTBL6LjDQOEPo Stoyanov, S. R., Hides, L., Kavanagh, D. J., Zelenko, O., Tjondronegoro, D., & Mani, M. (2015). Mobile App Rating Scale: A New Tool for Assessing the Quality of Health Mobile Apps. JMIR MHealth and UHealth, 3(1), e27. https://doi.org/10.2196/mhealth.3422 Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14(1), 47–65. https://doi.org/10.1287/isre.14.1.47.14767 Tam, K. Y., & Ho, S. Y. (2005). Web personalization as a persuasion strategy: An elaboration likelihood model perspective. Information Systems Research, 16(3), 271–291. https://doi.org/10.1287/isre.1050.0058 Yang, S. (2016). Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective. Information Systems and E-Business Management, 14(1), 47–70. https://doi.org/10.1007/s10257-015-0274-7 Zhou, T. (2012). Understanding users’ initial trust in mobile banking: An elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518–1525. https://doi.org/10.1016/j.chb.2012.03.021 Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services. Decision Support Systems, 54(2), 1085–1091. https://doi.org/10.1016/j.dss.2012.10.034
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:	[Department of MIS] Theses

Files in This Item:

File	Description	Size	Format
602301.pdf		1852Kb	Adobe PDF2	0	View/Open

All items in 政大典藏 are protected by copyright, with all rights reserved.

社群 sharing

著作權政策宣告 Copyright Announcement

1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.

DSpace Software Copyright © 2002-2004 MIT & Hewlett-Packard / Enhanced by NTU Library IR team Copyright © - Feedback