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題名 應用任務服務適配理論探討銀行行動服務之持續使用
Investigating the Impact of Task-Service-Fit in The Bank Mobile Service作者 張益菕
Chang, Yi-Lun貢獻者 張欣綠
Chang, Hsin-Lu
張益菕
Chang, Yi-Lun關鍵詞 行動銀行
任務服務適配程度
服務內容品質
服務傳輸品質
任務狀況
使用者滿意度
使用者體驗
持續使用意願
Bank mobile service
Task-service-fit
Service content quality
Service delivery quality
Task conditions
User satisfaction
Service experience
Continuance intention日期 2020 上傳時間 3-Aug-2020 17:35:12 (UTC+8) 摘要 隨著科技的進步，消費者可以透過智慧型手機完成日常任務。因此，越來越多的銀行已經開發了向其客戶提供行動銀行服務的APP。在這項研究中，我們有興趣調查影響用戶繼續使用行動銀行APP的意願的因素。與傳統的任務技術契合度研究不同，本研究採用服務主導邏輯，並在行動銀行APP的架構中定義了任務-服務契合度的概念，然後提出行動銀行服務質量在某些任務條件下會影響用戶的持續意圖。為了區分任務條件，我們使用任務的複雜性和直觀性作為調節變項，這將調節用戶感知的服務體驗，服務質量和滿意度的有效性。因此，我們的研究可以為銀行設計移動服務任務，推廣更便捷的服務，提高用戶的持續使用意願和使用頻率提供建議。
Currently, consumers can use their mobile phones to complete their daily tasks. Thus, a growing number of banks have developed mobile applications (apps) that offer digital banking services to their customers. In this research, we are interested in investigating the factors that influence users’ willingness to continue using mobile apps. Different from the traditional research of task-technology fit, our study adopts service-dominant logic and defines the concept of task-service fit in the context of banking apps and then proposes that mobile banking service quality influences users’ continuous intentions in certain task conditions. To distinguish the task conditions, we use task complexity and intuitiveness as the moderator, which would moderate the effectiveness of users’ perceived service experience, service quality, and satisfaction. Therefore, our research can provide suggestions to help banks design their mobile service tasks, promote more convenient services, and enhance their users’ continuance intention and use frequency.參考文獻 Anol Bhattacherjee. (2001). Understanding information systems continuance- an expectation confirmation model. Misq, 25(3), 351–370.Belanger, F., Collins, R. W., &Cheney, P. H. (2001). Technology Requirements and Work Group Communication for Telecommuters. Information Systems Research, Vol. 12, pp. 155–176. https://doi.org/10.1287/isre.12.2.155.9695Britton, A., Setchi, R., &Marsh, A. (2013). Intuitive interaction with multifunctional mobile interfaces. Journal of King Saud University - Computer and Information Sciences, 25(2), 187–196. https://doi.org/10.1016/j.jksuci.2012.11.002Campbell, D. J. (1988). Task Complexity: A Review and Analysis. Academy of Management Review, 13(1), 40–52. https://doi.org/10.5465/amr.1988.4306775Chan, Y. E., Huff, S. L., Barclay, D. W., &Copeland, D. G. (1997). Business Strategic Orientation, Information Systems Strategic Orientation, and Strategic Alignment. Information Systems Research, Vol. 8, pp. 125–150. https://doi.org/10.1287/isre.8.2.125Chen, C. F., &Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008DeLone, W. H., &McLean, E. R. (2003). model of information systems success: A ten-year updated. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1073/pnas.0914199107Edvardsson, B. (2005). Service quality: beyond cognitive assessment. Managing Service Quality: An International Journal, 15(2), 127–131. https://doi.org/10.1108/09604520510585316Fang, 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-07-2016-0256Fornell, 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/10.2307/3151312Froehle, C. M., &Roth, A.V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1–21. https://doi.org/10.1016/j.jom.2003.12.004Gefen, D, Straub, D., Gefen, D., &Straub, D. (2005). A Practical Guide to Factorial Validity Using PLS-Graph: Tutorial and Annotated Example. In Communications of the Association for Information Systems (Vol. 16). Retrieved from http://dstraub.cis.gsu.edu:88/quant/Gefen, David, 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.00407Hair, J. F., Sarstedt, M., Hopkins, L., &Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128Hajiheydari, N., &Ashkani, M. (2018). Mobile application user behavior in the developing countries: A survey in Iran. Information Systems, 77, 22–33. https://doi.org/10.1016/j.is.2018.05.004Henseler, J., Ringle, C. M., &Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20(2009), 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014Hoehle, H., &Venkatesh, V. (2015). Mobile application usability: conceptualization. Research Article Information Systems, 39(2), 435–472.Homburg, C., Jozić, D., &Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377–401. https://doi.org/10.1007/s11747-015-0460-7Hong, S. J., Thong, J. 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Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645–656. https://doi.org/10.1016/j.dss.2011.10.022Zhou, 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.2012.03.021Zigurs, I., &Buckland, B. K. (1998). A theory of task/technology fit and group support systems effectiveness. MIS Quarterly: Management Information Systems, 22(3), 313–334. 描述 碩士
國立政治大學
資訊管理學系
107356007資料來源 http://thesis.lib.nccu.edu.tw/record/#G0107356007 資料類型 thesis dc.contributor.advisor 張欣綠 zh_TW dc.contributor.advisor Chang, Hsin-Lu en_US dc.contributor.author (Authors) 張益菕 zh_TW dc.contributor.author (Authors) Chang, Yi-Lun en_US dc.creator (作者) 張益菕 zh_TW dc.creator (作者) Chang, Yi-Lun en_US dc.date (日期) 2020 en_US dc.date.accessioned 3-Aug-2020 17:35:12 (UTC+8) - dc.date.available 3-Aug-2020 17:35:12 (UTC+8) - dc.date.issued (上傳時間) 3-Aug-2020 17:35:12 (UTC+8) - dc.identifier (Other Identifiers) G0107356007 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/130975 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理學系 zh_TW dc.description (描述) 107356007 zh_TW dc.description.abstract (摘要) 隨著科技的進步，消費者可以透過智慧型手機完成日常任務。因此，越來越多的銀行已經開發了向其客戶提供行動銀行服務的APP。在這項研究中，我們有興趣調查影響用戶繼續使用行動銀行APP的意願的因素。與傳統的任務技術契合度研究不同，本研究採用服務主導邏輯，並在行動銀行APP的架構中定義了任務-服務契合度的概念，然後提出行動銀行服務質量在某些任務條件下會影響用戶的持續意圖。為了區分任務條件，我們使用任務的複雜性和直觀性作為調節變項，這將調節用戶感知的服務體驗，服務質量和滿意度的有效性。因此，我們的研究可以為銀行設計移動服務任務，推廣更便捷的服務，提高用戶的持續使用意願和使用頻率提供建議。 zh_TW dc.description.abstract (摘要) Currently, consumers can use their mobile phones to complete their daily tasks. Thus, a growing number of banks have developed mobile applications (apps) that offer digital banking services to their customers. In this research, we are interested in investigating the factors that influence users’ willingness to continue using mobile apps. Different from the traditional research of task-technology fit, our study adopts service-dominant logic and defines the concept of task-service fit in the context of banking apps and then proposes that mobile banking service quality influences users’ continuous intentions in certain task conditions. To distinguish the task conditions, we use task complexity and intuitiveness as the moderator, which would moderate the effectiveness of users’ perceived service experience, service quality, and satisfaction. Therefore, our research can provide suggestions to help banks design their mobile service tasks, promote more convenient services, and enhance their users’ continuance intention and use frequency. en_US dc.description.tableofcontents Chapter 1. Introduction 1Chapter 2. Literature Review 42.1 Service Dominant Logic 42.2 Task-Service-Fit in Bank Mobile Service 42.2.1 Task Conditions 42.2.2 Mobile Bank Service Quality 52.2.3 The Fit Concept 72.3 Service Satisfaction versus Service Experience 8Chapter 3. Development of Research Framework 103.1 Service Content Quality 103.2 Service Delivery Quality 113.3 Task-Service-Fit in Framework 113.3.1 Task Complexity 123.3.2 Intuitiveness 133.4 Satisfaction with the APP 143.5 Service Experience 14Chapter 4. Research Methodology 164.1 App Service Introduction 164.2 Measurements 194.2.1 Service Content Quality 194.2.2 Service Delivery Quality 204.2.3 Task Conditions 214.2.4 Satisfaction with the App 244.2.5 Service Experience 244.2.6 Continuance Intention 254.3 Experiment Design 254.4 Data Collection 26Chapter 5. Model Analysis and Results 295.1 Measurement Model Analysis 295.2 Structural Model Analysis 335.3 Group Analysis 365.4 Summary 39Chapter 6. Discussion 416.1 Task Complexity as the Moderator 416.2 Intuitiveness as the Moderator 426.2.1 In Low Task Complexity Condition 436.2.2 In High Task Complexity Condition 43Chapter 7. Conclusion 44Reference 46Appendix A: Complete Questionnaire (English Version) 53Appendix B: Complete Questionnaire (Chinese Version) 61 zh_TW dc.format.extent 1246796 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0107356007 en_US dc.subject (關鍵詞) 行動銀行 zh_TW dc.subject (關鍵詞) 任務服務適配程度 zh_TW dc.subject (關鍵詞) 服務內容品質 zh_TW dc.subject (關鍵詞) 服務傳輸品質 zh_TW dc.subject (關鍵詞) 任務狀況 zh_TW dc.subject (關鍵詞) 使用者滿意度 zh_TW dc.subject (關鍵詞) 使用者體驗 zh_TW dc.subject (關鍵詞) 持續使用意願 zh_TW dc.subject (關鍵詞) Bank mobile service en_US dc.subject (關鍵詞) Task-service-fit en_US dc.subject (關鍵詞) Service content quality en_US dc.subject (關鍵詞) Service delivery quality en_US dc.subject (關鍵詞) Task conditions en_US dc.subject (關鍵詞) User satisfaction en_US dc.subject (關鍵詞) Service experience en_US dc.subject (關鍵詞) Continuance intention en_US dc.title (題名) 應用任務服務適配理論探討銀行行動服務之持續使用 zh_TW dc.title (題名) Investigating the Impact of Task-Service-Fit in The Bank Mobile Service en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) Anol Bhattacherjee. (2001). Understanding information systems continuance- an expectation confirmation model. Misq, 25(3), 351–370.Belanger, F., Collins, R. W., &Cheney, P. H. (2001). Technology Requirements and Work Group Communication for Telecommuters. Information Systems Research, Vol. 12, pp. 155–176. https://doi.org/10.1287/isre.12.2.155.9695Britton, A., Setchi, R., &Marsh, A. (2013). Intuitive interaction with multifunctional mobile interfaces. Journal of King Saud University - Computer and Information Sciences, 25(2), 187–196. https://doi.org/10.1016/j.jksuci.2012.11.002Campbell, D. J. (1988). Task Complexity: A Review and Analysis. Academy of Management Review, 13(1), 40–52. https://doi.org/10.5465/amr.1988.4306775Chan, Y. E., Huff, S. L., Barclay, D. W., &Copeland, D. G. (1997). Business Strategic Orientation, Information Systems Strategic Orientation, and Strategic Alignment. Information Systems Research, Vol. 8, pp. 125–150. https://doi.org/10.1287/isre.8.2.125Chen, C. F., &Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008DeLone, W. H., &McLean, E. R. (2003). model of information systems success: A ten-year updated. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1073/pnas.0914199107Edvardsson, B. (2005). Service quality: beyond cognitive assessment. Managing Service Quality: An International Journal, 15(2), 127–131. https://doi.org/10.1108/09604520510585316Fang, 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-07-2016-0256Fornell, 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/10.2307/3151312Froehle, C. M., &Roth, A.V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1–21. https://doi.org/10.1016/j.jom.2003.12.004Gefen, D, Straub, D., Gefen, D., &Straub, D. (2005). A Practical Guide to Factorial Validity Using PLS-Graph: Tutorial and Annotated Example. In Communications of the Association for Information Systems (Vol. 16). Retrieved from http://dstraub.cis.gsu.edu:88/quant/Gefen, David, 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.00407Hair, J. F., Sarstedt, M., Hopkins, L., &Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128Hajiheydari, N., &Ashkani, M. (2018). Mobile application user behavior in the developing countries: A survey in Iran. Information Systems, 77, 22–33. https://doi.org/10.1016/j.is.2018.05.004Henseler, J., Ringle, C. M., &Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20(2009), 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014Hoehle, H., &Venkatesh, V. (2015). Mobile application usability: conceptualization. Research Article Information Systems, 39(2), 435–472.Homburg, C., Jozić, D., &Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377–401. https://doi.org/10.1007/s11747-015-0460-7Hong, S. J., Thong, J. Y. L., &Tam, K. Y. (2006). Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet. Decision Support Systems, 42(3), 1819–1834. https://doi.org/10.1016/j.dss.2006.03.009Hsiao, C. H., Chang, J. J., &Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. https://doi.org/10.1016/j.tele.2015.08.014Huizing, A., Koster, E., &Bouman, W. (1997). Balance in Business Reengineering: An Empirical Study of Fit and Performance. Journal of Management Information Systems, 14(1), 93–118. https://doi.org/10.1080/07421222.1997.11518155Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: a review of four recent studies. Strategic Management Journal, 20(2), 195–204. https://doi.org/10.1002/(sici)1097-0266(199902)20:2<195::aid-smj13>3.3.co;2-zHumbani, M., &Wiese, M. (2019). An integrated framework for the adoption and continuance intention to use mobile payment apps. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-03-2018-0072Hwang, S. Y., &Kim, S. (2018). Does mIM experience affect satisfaction with and loyalty toward O2O services? Computers in Human Behavior, 82(2018), 70–80. https://doi.org/10.1016/j.chb.2017.12.044James, J. (2010). Penetration and Growth Rates of Mobile Phones in Developing Countries: An Analytical Classification. Social Indicators Research, 99(1), 135–145. https://doi.org/10.1007/s11205-009-9572-0Kant, R., &Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/IJBM-04-2016-0051Khazanchi, D. (2005). Information technology (IT) appropriateness: The contingency theory of “FIT” and IT implementation in small and medium enterprises. 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