探討網路銀行之關鍵服務指標

Explore the Key Service Indicators of Internet Banking

自從花旗銀行於1995年率先成立網路銀行後，再加上電子商務之蓬勃發展，不僅使得消費者之交易模式產生變化，而且使網路銀行成為重要之競爭工具。因此，探討適用於評估網路銀行之網路服務品質的衡量架構確實有其必要性與重要性。本研究之主要目的在於分析顧客進行網路交易時，所重視之網路服務品質之關鍵構面與關鍵準則。同時，因本研究考量構面與準則之間通常存在或多或少之相依性，因此，採用非加法型之模糊積分計算其績效值，並以模糊測度分析關鍵構面與關鍵準則。實證結果顯示，關鍵構面為「安全性／隱私性」、「可靠性」與「系統可用性」。

Since 1995, Citibank had taken the lead in establishing the internet banking; meanwhile, e-commerce grows energetically. It not only changes the consumers’ exchange mode, but also makes the internet banking become the important competitive instrument. Therefore, to discuss the evaluation framework of e-service quality which fits for evaluating internet banking is essential and important. The main purpose of this study is to analyze the key aspects and the key criteria of e-service quality when consumers do the online business transactions. Meantime, this study considers that among the aspects or the criteria usually exist more or less dependence; therefore, it adopt the non-additive method, fuzzy integral, to calculate the performance value, and analyze the key aspects and the key criteria by fuzzy measure. The results reveal that the key aspects are “Security/Privacy”, “Reliability”, and “System Availability”.