隨著行動通訊技術的日漸成熟，銀行業者也紛紛推出行動銀行來服務客戶，希望藉由行動銀行特有的便利性、即時性與個人化服務來有效分配資源以提升競爭力。因此探討行動銀行對經營效率改善之關連性，也將為本研究欲深入探討之議題。本研究選擇單一銀行為研究對象，資料蒐集則以2004年第一季至2011年第一季及2012年第一季，資料單位為季，共計30筆營運資料。首先利用資料包絡法與差額變數來進行效率評估衡量，以了解個案銀行經營效率情形，接著再以Cox比例危險模式來分析影響銀行效率改善因素為何。研究結果為：行動銀行交易量對經營效率瞬間改善率皆為正向相關但不顯著。這說明行動銀行受限於服務功能與交易安全的問題，無法明確分擔銀行業務，使實體銀行無法有效將資源分配至收益較高的業務，因而對銀行的經營效率改善不顯著。As mobile communication technology evolves maturely, Banks introduce Mobile Banking services to customers. Banks can increase their competitiveness through unique convenience, immediacy and personalized services. Therefore, the purpose of this study is to investigate the relationship between the Mobile Banking service and the operational efficiency.This study adopts an only bank as a study case, and collects 30 records measured by quarter from 2004 1st quarter to 2011 1st quarter and 2012 1st quarter. First, the efficiency assessment of data was conducted by Data Envelopment Analysis and Slack-Based Measure to understand operational efficiency of target bank, and it analyzed the factors which improved bank operational efficiency with Cox proportional hazard model. The survey results indicate that the amount of Mobile Banking transactions had a positive relation and insignificant effect on the rate of immediacy improving efficiency. It demonstrates that Mobile baking under limitations of technology and transaction security fails to mitigate workload of physical banking channel; in other words, physical banking channel is not able to redistribute resources to more profitable business, therefore the bank's operational efficiency improvement is not significant.
