在新興科技的快速發展下，透過線上帶動線下的商業模式加速了銀行的變化。民眾開始強調便利的重要性，跟傳統銀行相比，網路銀行可以無時間限制地取得服務，對於服務的品質也相當強調，因此，有利於網路銀行的發展。
本研究以科技接受模型及資訊系統成功模型作為基礎，探討民眾使用網路銀行的態度及意圖，納入服務品質、資訊品質、系統品質、感知有用性、感知易用性、使用態度、使用意圖等變數，提出七項假說，探討要素之間的關係。使用問卷調查法，再以多元迴歸分析法、相關分析，進行假說驗證。
以網路發放的方式進行調查，收回的受測有效問卷共計378份。對於使用者使用網路銀行而言，結果說明了:1.服務品質對於感知有用性以及感知易用性沒有正向影響。2.資訊品質對於感知有用性沒有正向影響，但是對於感知易用性有正向影響。3.系統品質對於感知有用性以及感知易用性皆有正向影響。4.使用態度正向影響使用意圖。
本研究提供相關金融業者後續在網路銀行的發展上，應加強服務品質以及資訊品質的部分，若是能將品質的部分提升，藉此讓使用者感受到機制容易使用並且有效幫助到自身，如此一來，就可以有效提升使用者對於網路銀行的態度，而使用態度的提升進而促使使用意圖的提升。
The emergence of the online-to-offline business model due to rapid advances in emerging technologies has accelerated the pace of change in the banking industry. Convenience is now increasingly emphasized by the general public. Compared to traditional banks, the ability of online banks to deliver their services at any time and the emphasis on quality of service give them an advantage.
In this study, we use the Technology Acceptance Model and Information System Success Model as the basis to explore people’s attitudes and intentions when using online banks. Variables such as quality of service, quality of information, system quality, perceived utility, perceived ease-of-use, attitude to use and intention to use were then incorporated to propose seven assumptions that examine the relationship between each element. A questionnaire survey followed by multiple regression and correlation analysis were used to test the hypotheses.
The online survey collected 378 valid responses. The following findings were made regarding users of online banking: 1. Quality of service did not have a positive effect on perceived utility and perceived ease of use. 2. Quality of information did not have a positive effect on perceived utility but did have a positive effect on perceived ease of use. 3. System quality had a positive effect on both perceived utility and perceived ease of use. 4. Attitude to use had a positive effect on the intention to use.
This study recommends that operators in the financial industry should strengthen their quality of service and information in their future online banking developments. Improvements to the quality component that perceptibly improve their ease of use and utility for users will effectively improve users’ attitudes to online banking. This will boost their intention to use.
