Applying expectation-confirmation Theory to Probe What Influences Online Banking Continuance

應用期望確認理論於探討網路銀行的持續使用影響因素

10.6382/JIM.201007.0155

余強生(Chian-Son Yu)

網路銀行 ； 採用持續性 ； 滿意度 ； 網路自我效能 ； Online banking ； Adoption continuance ； Satisfaction ； Internet self-efficacy

資訊管理學報

17卷3期（2010 / 07 / 01）

155 - 179

英文

探討網路銀行採用的研究雖多，但探討影響網路銀行持續使用的研究確很少，因此藉由放入網路自我效能於期望確認理論的研究架構中，此實證研究發現：網路自我效能與滿意度是二個最重要影響使用者持續使用網路銀行的因素。此外，經由借用服務品質衡量模式的觀念，本研究發現：最主要影響使用者滿意度的因素為使用者「認知的績效表現」。將網路銀行的整體績效分解成「信任」、「服務品質」與「有用性」，此研究發現：「信任」是使用者是否持續使用網路銀行最重要的績效構面，「服務品質」與「有用性」雖然也會顯著地影響使用者是否持續使用網路銀行、但影響程度低於「信任」。本研究並從三個構面（功能品質、系統品質、內容品質）來衡量「服務品質」，結果發現：功能品質是網路銀行使用者最重視的服務品質構面，其次為系統品質與內容品質。

Of the numerous studies of online banking adoption, few have examined post-adoption continuance of online banking. By incorporating Internet self-efficacy with expectation-confirmation theory (ECT), this empirical study revealed that Internet self-efficacy and satisfaction are the two strongest influences on user intention to continue banking online. By adopting the concept of service quality measurement model, this study concluded that perceived performance strongly influences customer satisfaction. By breaking Performance into Trust, Service Quality and Usefulness, the analytical results in this study indicated that Trust is the strongest Performance dimension while Service Quality and Usefulness significant but weaker Performance dimensions. By analyzing Service Quality via three aspects of Function, System, and Content, the research found that Function is the service quality most valued by adopters followed by System and Content.

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