科技新報(Tech News)。Google 2016年「台灣數位消費者研究報告」大解密,http://technews.tw/2016/08/24/google-consumer-research-report/
簡育雅(2016)。行動銀行服務優化與競爭分析。未出版之博士論文,私立中華大學企業管理研究所,新竹市。![new window](/gs32/images/newin.png)
Brett King (2012). Bank3.0:Why Banking Is No Longer Somewhere You Go But Something You Do. New Yourk: John Wiley & Sons, Inc.
Bateson & Hoffman. (2002). Essential of Services Marketing: Concept, Strategies and Cases. Academic Internet Publisher.
Barber, N., Goodman, R., & Goh, B. K. (2011). Restaurant consumers repeat patronage: A service quality concern. International Journal of Hospitality Management, 30(2), 329-336.
Bitner, M. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69-82.
Bourgeois, L. J. (1980). Strategy and Environment: A Conceptual Integration. The Academy of Management Review, 5(1), 25-39.
Brandt, D. R. (1988). How service marketers can identify value-enhancing service element. Journal of Services Marketing, 2(3), 35–41.
Cates, D.A., Chong, H., & Rauniar, R. (2009). An empirical analysis of DeLone and McLean’s e-commerce model in student loan industry. Int. J. Electronic Business, 7(1), 86–104.
Cronin, J. J., & Taylor, S. A. (1992). Measuringservicequality:are-examination and extension. Journal of Marketing, 56(3), 55–68.
Dabholkar, P. A., & Overby, J. W. (2005). Linking process and outcome to service quality and customer satisfaction evaluations. International Journal of Service Industry Management, 16(1), 10-27.
Delone, W.H., & Mclean, E.R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3, 60-95.
Delone, W. H. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.
Eboli, L., & Mazzulla, G. (2007). Service quality attributes affecting customer satisfaction for bus transit. Journal of Public Transportation, 10(3), 21-34.
Edvardsson, B., Thomasson, B., & Ovretveit, J. (1994). Quality of Service - Making it Really Work. London. Retrieved May, 5, 2016 from http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-22809
Fornell, C., & Larcker, D.F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(1), 382-388.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Hair, J. F., W. C. Black, B. J., Babin, R. E., & Anderson, R. L. Tatham (2006). Multivariate Data Analysis. New Jersey: Macmillan Publishing Company.
Iba´nez, V.A., Hartmann, P., & Calvo, P.Z. (2006). Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs. Service Industries Journal, 26 (6), 633–650.
Kalakota, R., & Robinson, M. (2001). E-Business 2.0: roadmap for success. Addison-Wesley LongmanPublishing Co., Inc.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of Japanese Society for Quality Control, 14, 39–48.
Kun Chang Lee, Namho Chung. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with Computers, 21, 385–392
Lai, M.L. (2008). Technology readiness, internet self‐efficacy and computing experience of professional accounting students. Campus-Wide Information Systems, 25(1), 18-29.
Laforet, S., & Li, X. (2005). Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing, 23(5), 362-380.
Laukkanen, T. (2007). Internet vs mobile banking: comparing customer value perceptions. Business Process Management Journal, 13(6), 788-797.
Laukkanen, T., & Pasanen M. (2008). Mobile banking innovators and early adopters: How they differ from other online users? Journal of Financial Services Marketing, 13(2), 86–94.
Lin, S.C., Lin, S.W., Chen, P.S., & Liu, Y.K. (2015). Adoption of 4G wireless services under consideration of technology and economic perspectives. International Journal of Mobile Communications, 13(1), 71-91.
Lin, S.P., Chan, Y.H., & Tsai, M.C. (2009). A transformation function corresponding to IPA and gap Analysis. Total Quality Management & Business Excellence, 20(8), 829-846.
Lin, S.P., Yang, C.L., Chan, Y.H., & Sheu, C. (2010). Refining Kano’s ‘quality attributes–satisfaction’ model: A moderated regression approach. Int. J. Production Economics, 126, 255–263.
Liao, Z., & Cheung, M.T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & Management, 39(4), 283-295.
Ling, G.M., Fern, Y.S., Boon, L.K., & Huat, T.S. (2016). Understanding Customer Satisfaction of Internet Banking: A Case Study In Malacca. Procedia Economics and Finance, 37, 80-85.
Mona, S., Abbas, K., & Sina, E. (2009). A proposal framework for investigating website
success in the context of e-banking: An analytic network process (ANP) approach.
Proceedings of the 2009 Sixth International Conference on Information Technology : New generations, Washington, U.S.A.
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
O’neill, M.A., & Palmer, A. (2004). Wine Production and Tourism: Adding Service to A Perfect Partnership. The Cornell Hotel and Restaurant Administration Quarterly, 45(3), 269-284.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Paulson, K.A., & Slotnick, S.A. (2004). Quality and reputation: The effects of external and internal factors over time. International Journal of Production Economics, 89(1), 1-20.
Pousttchi, K., & Schurig, M. (2004). Assessment of today's mobile banking applications from the view of customer requirements. In Proceedings of the 37th Hawaii International Conference on System Sciences.
Radomir, L. & Nistor, C.V. (2012). High-educated consumer perceptions of service quality: an assessment of the SSTQUAL scale in the Romanian banking industry. Procedia Economics and Finance, 3, 858- 864.
Rowley, J. (2006). An analysis of the eservice literature: Towards a research agenda. Internet Research, 16(3), 339–359.
Santos, J. (2003). E-service Quality: A Model Of Virtual Service Quality Dimensions. Managing Service Quality, 13(3), 233-246.
Schaupp, L., & Belanger, F. (2005). A Conjoint Analysis of Online Consumer Satisfaction. Journal of Electronic Commerce Research, 6(2), 95-111.
Shamdasani, P., Mukherjee, A., & Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. Service Industries Journal, 28(1), 117–138.
Summak, S., Baglibel, M., & Samancioglu, M. (2010). Technology readiness of primary school teachers: A case of study in Turkey. Procedia Social and Behavioral Sciences, 2, 2671-2675.
Tan, W.K., & Tan, Y.J. (2012). An exploratory investigation of the investment information search behavior of individual domestic investors. Telematics and Informatics, 29(2), 187-203.
Tiwari, R., & Buse, S. (2007). The Mobile Commerce Prospects: A Strategic Anlysis of Opportunities in the Banking Sector. Carl von Ossietzky: Hamburg University Press.
Tsai, M.C., Lin, S.P., & Chan, Y.H. (2011). Service Failures Identification: The Involvement of the Interrelation Effect in Service Practices. African Journal of Business Management, 5(6), 2301-2311.
Tsai, M.C., Chen, L.F., Chan, Y.H., & Lin, S.P. (2011). Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach. Total Quality Management & Business Excellence, 22(9), 941-956.
Tsai, M.C., & Cheng, C.C. (2013). Consumers’ intention to use Mobile-Menu and destination clusters. International Journal of Mobile Communications, 11(1), 36-55.
Tsai, M.C., Chien, Y.Y., & Cheng, C.C. (2017). Upgrading service quality of mobile banking. International Journal of Mobile Communications. Retrieved from
http://www.inderscience.com/info/ingeneral/forthcoming.php?jcode=ijmc
Wakefield, R. L. (2001). Service quality. The Cpa Journal, 71(8), 58-60.
Wang, Y. S., & Liao, Y. W. (2008). Assessing e-Government systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25, 717-733.
World Economic Forum (WEF) June 2015 ‘The Future of Financial Services How disruptive innovations are reshaping the way financial services are structured, provisioned and consumeds’. Retrieved from http://www3.weforum.org/docs/WEF_The_future__of_financial_services.pdf
Yoo, S. J., Huang, W. H. D., & Kwon, S. (2015). Gender still matters: Employees' acceptance levels towards e-learning in the workplaces of South Korea. Knowledge Management and E-Learning, 7(2), 334-347.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Service, 30(4), 362-375.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2005). E-S-QAL A Multiple-item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.