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題名:運用類神經網路於證券業網路下單服務品質之研究
書刊名:顧客滿意學刊
作者:王美慧簡妤玲
作者(外文):Wang, Mei-hueiChien, Yu-ling
出版日期:2005
卷期:1:1
頁次:頁1-29
主題關鍵詞:服務品質網路券商類神經網路Service qualityOnline trading stock companiesNeural network
原始連結:連回原系統網址new window
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網際網路的興起為傳統的投資交易模式帶來革命性的衝擊,國內外證券商紛紛加入網路交易的行列,因此針對網路顧客的需求來瞭解顧客所重視的服務品質項目以提昇服務品質,儼然已成為重要的課題。本研究嘗試將類神經網路辨試類別的特性應用於證券業網路下單執行服務品質的類別分析,並利用多變量分析中的因素分析將顧客對服務品質重要項目的滿意度化成數項構面,再將這幾個構面交予類神經網路學習來建立網路模式,以提供證券業作為執行服務品質管理成效評家的參考依據。本研究所構建的網路模型分類歸屬能力是以辨識率為評估指標,綜合類神經網路與統計學之區別分析的研究,實證結果顯示類神經網路在學習樣本或測試樣本上,辦識率分別高達99.82%與99.65%,而傳統的區別分析其整體辨識率只有99.33%。因此,若採用類神經網路進行分類判斷,有較高的辨識率,能產生較好的分類結果,所以運用類神經網路於網路下單執行服務品質管理分類,其分類效果及穩定度皆比區別分析為佳,是一項值得建議使用的工具。
With the development of internet financial investment, domestic and foreign securities have scrambled to launch online stock. To focus on customer demands of online trading investors, understand the main factors that customers really care, and improve their service quality are becoming increasingly important issues. This study applies the classification characteristics of artificial neural network to the categorizing level of service quality for online trading stock companies. Back-Propagation neural network is adopted as the fundamental framework for this study. The objective of this study is to extract several dimensions of the service quality of the customers’ satisfaction through the factor analysis of the multivariate analysis. These dimensions are taken as the input variables to build a neural network model through the learning process. The results validate that the classification performance of neural network is better than discriminant analysis. Neural network is very useful tool for online trading stock companies to execute the performance measurement when they implement service quality activities.
期刊論文
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會議論文
1.Odom, M. D.(1989)。A Neural Network Model for Bankruptcy Prediction。IJCNN-89,163-168。  new window
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學位論文
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2.張瑜真(1997)。類神經網路在銀行授信風險之應用(碩士論文)。國立交通大學。  延伸查詢new window
3.蕭富元(1999)。證券業網路下單稽核環境之研究(碩士論文)。淡江大學。  延伸查詢new window
4.葉哲政(1997)。運用財務比率建構新銀行經營型態分類模式--類神經網路之應用(碩士論文)。朝陽技術學院。  延伸查詢new window
5.張益豪(2000)。網際網路之財務金融服務業革命--以美國網路券商為例(碩士論文)。國立臺灣大學。  延伸查詢new window
6.陳俊呈(1999)。倒傳遞網路在財務危機預警模式的預測能力之探討(碩士論文)。國立海洋大學。  延伸查詢new window
7.林為元(1998)。以類神經網路與區別分析模式研究證券風格之分類、辨識與投資績效(碩士論文)。國立政治大學。  延伸查詢new window
8.王葆真(1997)。運用類神經網路建構企業債信分類模式(碩士論文)。國立交通大學。  延伸查詢new window
9.江秋靜(2000)。電子商務導入對證券產業經營之衝擊--台灣電子券商之現況分析(碩士論文)。長庚大學,桃園縣。  延伸查詢new window
10.汪忠平(1997)。以類神經網路建立財務危機預測模式--考慮產業、總體經濟因素與其穩定性因素(碩士論文)。東吳大學。  延伸查詢new window
11.廖瑞榮(1999)。提昇企業網際網路線上服務服務品質之研究--以證券經紀業為例(碩士論文)。國立臺灣大學。  延伸查詢new window
圖書
1.Peterson, A. H.(2000)。Online brokerage services。Credit Union Magazine。  new window
2.葉怡成(1999)。類神經網路模式應用與實作。臺北市:儒林圖書。  延伸查詢new window
其他
1.Gomez, A.(1998)。Internet Broker Scorecard,http://www.gomez.com。  new window
2.Santini, L.(2001)。Decline in online trading doesn't bother knight。  new window
 
 
 
 
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