知覺風險對網路銀行使用意願之影響－從系統品質的角度觀之

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陳姵君(Pei-Chun Chen) 查詢紙本館藏

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資訊管理學系

論文名稱

知覺風險對網路銀行使用意願之影響－從系統品質的角度觀之

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摘要(中)

在電子商務的爆炸性成長中，銀行業不能忽視這股革命性的劇變。網路銀行可以替公司與顧客帶來許多的好處。例如公司可節省人員與硬體方面的成本；客戶可以不用侷限於特定的時間，隨時隨地都可查詢資料或進行交易。但網際網路的一些特性，使消費者除了在傳統通路上所會遇到的風險外，另外要面對因為網路環境所產生的風險型態。因此本研究由相關文獻歸納出，顧客在使用網路銀行時會產生的知覺風險構面。
本研究目的於探討網路銀行的系統品質是否影響消費者的知覺風險，以及知覺風險是否影響使用網路銀行的意願。本研究藉由訪談法與問卷調查法對研究架構與假說進行驗證。經由資料的統計與分析發現：
(1)網站的介面設計、系統安全與系統穩定對使用者的知覺風險有顯著的負向影響。
(2)總體的知覺風險以及知覺的財務風險與績效風險對使用意願有顯著的負向影響。

關鍵字(中)

★ 網路銀行
★ 知覺風險
★ 資訊系統
★ 使用意願

關鍵字(英)

★ Usage Intention
★ Information System
★ Perceived Risk
★ Internet Bank

論文目次

第一章緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 3
1.4 論文架構與研究流程 3
第二章文獻探討 6
2.1 知覺風險 6
2.2 降低網路服務知覺風險的方法 19
2.3 網路銀行服務的使用與知覺風險的關係 27
第三章研究方法 28
3.1 研究架構 28
3.2 研究假說 30
3.3 研究變數的定義與操作化 32
3.4 研究設計 35
第四章網路銀行現況與訪談 40
4.1 網路銀行現況 40
4.2 國內銀行訪談內容 42
第五章資料分析 45
5.1 資料蒐集與樣本回收 45
5.2 樣本特性 45
5.3 問卷量表的信度與效度 53
5.4 假說檢定 58
第六章結論與建議 68
6.1 研究結論 68
6.2 管理實務上的建議 70
6.3 研究貢獻 71
6.4 研究限制 72
6.5 後續研究建議 73
參考文獻 74
附錄：問卷 81

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指導教授

林子銘(Tzu-Ming Lin)

審核日期

2004-6-18

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