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朱文翰
王仁宏
金融學院
金融學博士學位課程(中文學制)
博士
2021
金融服務創新對銀行業聲譽與績效之研究
Research of the Influence of Financial Service Innovation on Reputation and Performance of the Banking
金融服務創新 ; 企業聲譽 ; 企業績效 ; 萃智
Financial Service Innovation ; Brand Image, Corporate Reputation ; Firm Performance, TRIZ
中國金融科技之崛起主要是受到金融服務需求不足、技術進步與支持性監管環境而被推動。據此，本研究聚焦於探討金融服務創新對銀行業之影響。本研究以「中國工商銀行」與「中國建設銀行」為研究範圍，且其員工為研究對象，並進行便利抽樣。抽樣時間為 2021 年 12 月 24 日至次年 01 月 20 日，共發出 1,119 份問卷，有效問卷為 873 份，有效回收率為 79.6%。同時，運用 SPSS 26、AMOS 25、萃智 (TRIZ) 之矛盾矩陣與重要性—績效分析 (IPA) 進行資料分析。
研究結果指出：（一）創新能力對組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（二）組織創新氣候對金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（三）金融服務創新對顧客關係管理、服務品質與企業聲譽皆具有顯著正向影響，但對品牌形象與企業績效則未達顯著正向影響；（四）顧客關係管理對品牌形象、企業聲譽與企業績效皆具有顯著正向影響，但對服務品質則未達顯著正向影響；（五）服務品質對品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（六）品牌形象對企業聲譽與企業績效皆具有顯著正向影響；（七）企業聲譽對企業績效具有顯著正向影響；（八）組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象與企業聲譽皆具有中介效果；（九）由重要性—績效分析可知，須進行改善之題項為：增加與顧客的溝通管道、提供客製化服務、開發智能投資管理與新的支付方式。
研究結果指出：（一）創新能力對組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（二）組織創新氣候對金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（三）金融服務創新對顧客關係管理、服務品質與企業聲譽皆具有顯著正向影響，但對品牌形象與企業績效則未達顯著正向影響；（四）顧客關係管理對品牌形象、企業聲譽與企業績效皆具有顯著正向影響，但對服務品質則未達顯著正向影響；（五）服務品質對品牌形象、企業聲譽與企業績效皆具有顯著正向影響；（六）品牌形象對企業聲譽與企業績效皆具有顯著正向影響；（七）企業聲譽對企業績效具有顯著正向影響；（八）組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象與企業聲譽皆具有中介效果；（九）由重要性—績效分析可知，須進行改善之題項為：增加與顧客的溝通管道、提供客製化服務、開發智能投資管理與新的支付方式。
The rise of Fintech in the PRC is mainly driven by underserved demand for financial services, technological advances, and a supportive regulatory environment. Accordingly, this study focuses on exploring the influence of financial service innovation on the banking. In this study, we take the Industrial and Commercial Bank of China (ICBC) and China Construction Bank (CCB) as the research scope, and their employees are the objects. This study used Convenience Sampling to retrieve the samples, and the sampling time was started from December 24, 2021 to January 20, 2022. This study sent a total of 1,119 questionnaires, 873 were valid, and the valid retrieved rate was 79.6%. Meanwhile, the study used SPSS 26, AMOS 25, TRIZ, and Importance-Performance Analysis (IPA) were used for data analysis.
The results for the overall samples in this study revealed that: (1) Innovation capability is significantly positively related to organizational innovation climate, financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance; (2) Organizational innovation climate is significantly positively related to financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance; (3) Financial service innovation is significantly positively related to customer relationship management, service quality and corporate reputation, but not to brand image and firm performance; (4) Customer relationship management is significantly positively related to brand image, corporate reputation and firm performance, but not to service quality; (5) Service quality is significantly positively related to brand image, corporate reputation and firm performance; (6) Brand image is significantly positively related to corporate reputation and firm performance; (7) Corporate reputation is significantly positively related to firm performance; (8) Organizational innovation climate, financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance have mediation effect; (9) The items which need to be improved via IPA are: Increased communication channels with customers, Provision of customized services, Development of smart investment management, and New payment methods.
The results for the overall samples in this study revealed that: (1) Innovation capability is significantly positively related to organizational innovation climate, financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance; (2) Organizational innovation climate is significantly positively related to financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance; (3) Financial service innovation is significantly positively related to customer relationship management, service quality and corporate reputation, but not to brand image and firm performance; (4) Customer relationship management is significantly positively related to brand image, corporate reputation and firm performance, but not to service quality; (5) Service quality is significantly positively related to brand image, corporate reputation and firm performance; (6) Brand image is significantly positively related to corporate reputation and firm performance; (7) Corporate reputation is significantly positively related to firm performance; (8) Organizational innovation climate, financial service innovation, customer relationship management, service quality, brand image, corporate reputation and firm performance have mediation effect; (9) The items which need to be improved via IPA are: Increased communication channels with customers, Provision of customized services, Development of smart investment management, and New payment methods.
2022
中文
432
致 謝 Ⅰ
摘 要 Ⅲ
Abstract Ⅴ
目錄 Ⅶ
圖目錄 ⅩⅡ
表目錄 ⅩⅢ
第一章 緒論 1
1.1 研究背景與研究動機 1
1.1.1 研究背景 1
1.1.2 研究動機 6
1.2 研究目的 10
1.3 研究範圍與研究對象 11
1.4 研究流程 14
1.5 研究問題 15
第二章 文獻探討 16
2.1 理论介绍 16
2.1.1 金融创新理论 16
2.1.2 創新／發明問題解決方法理論 (Theory of Inventive Problem Solving, TIPS) 18
2.2 創新能力 (Innovation Capability/Ability) 23
2.2.1 定義 24
2.2.2 衡量量表 26
2.3 組織創新氣候 (Organizational Innovation Climate) 36
2.3.1 定義 37
2.3.2 衡量量表 39
2.4 金融服務創新 (Financial Service Innovation) 44
2.4.1 定義 46
2.4.2 衡量量表 47
2.5 顧客關係管理 (Customer Relationship Management) 58
2.5.1 定義 60
2.5.2 衡量量表 62
2.6 服務品質 (Service Quality) 77
2.6.1 定義 79
2.6.2 衡量量表 80
2.7 品牌形象 (Brand Image) 94
2.6.1 定義 95
2.6.2 衡量量表 97
2.8 企業聲譽 (Corporate Reputation) 101
2.6.1 定義 102
2.6.2 衡量量表 104
2.9 企業績效 (Firm Performance) 113
2.6.1 定義 114
2.6.2 衡量量表 116
2.10 創新能力、組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 124
第三章 研究方法與研究設計 138
3.1 研究架構與研究假設 138
3.2 結構方程模型 (Structural Equation Modeling, SEM) 141
3.3 重要性—績效分析 (Importance-Performance Analysis, IPA) 145
3.4 3.4萃智 (TRIZ) 147
3.4.1 技術矛盾 (Technical Contradiction) 148
3.2.1 物理矛盾 (Physical Contradiction) 155
3.5 信度、效度與誤差變量 168
3.5.1 信度 168
3.5.2 效度 170
3.5.3 誤差變量 172
3.6 問卷設計 174
3.7 抽樣 185
3.7.1 抽樣方法 185
3.7.2 抽樣 187
第四章 研究結果與分析 190
4.1 信度與效度之分析 190
4.1.1 Cronbach's α 190
4.1.2 因素負荷量 (Factor Loading, FL)、組合信度 (Composite Reliability, CR) 與平均變異抽取量 (Average Variance Extracted, AVE) 192
4.1.3 相關係數 (Correlation Coefficent) 與區別效度 (Discriminant Validity) 201
4.2 敘述性統計分析 203
4.2.1 中國工商銀行 203
4.2.2 中國建設銀行 223
4.2.3 整體 243
4.3 SEM 分析 263
4.3.1 中國工商銀行 263
4.3.2 中國建設銀行 268
4.3.3 整體 273
4.3.4 誤差分析 278
4.4 IPA 分析 280
4.4.1 中國工商銀行 280
4.4.2 中國建設銀行 284
4.4.3 整體 288
4.5 TRIZ 分析 292
第五章 結論與建議 298
5.1 結論 298
5.1.1 創新能力對組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 298
5.1.2 組織創新氣候對金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 299
5.1.3 金融服務創新對顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 300
5.1.4 顧客關係管理對服務品質、品牌形象、企業聲譽與企業績效之關係 301
5.1.5 服務品質對品牌形象、企業聲譽與企業績效之關係 303
5.1.6 品牌形象對企業聲譽與企業績效之關係 303
5.1.7 企業聲譽對企業績效之關係 304
5.2 建議 305
5.2.1 平均數與標準差 305
5.2.2 IPA 與 TRIZ 314
5.3 研究貢獻與價值 320
5.4 研究限制 321
5.5 未來研究方向 321
參考文獻 322
作者簡歷 401
附錄一：正式問卷 404
附錄二：創新矛盾矩陣表（39*39 工程參數） 417
附錄三：Stata 運算導出結果 431
摘 要 Ⅲ
Abstract Ⅴ
目錄 Ⅶ
圖目錄 ⅩⅡ
表目錄 ⅩⅢ
第一章 緒論 1
1.1 研究背景與研究動機 1
1.1.1 研究背景 1
1.1.2 研究動機 6
1.2 研究目的 10
1.3 研究範圍與研究對象 11
1.4 研究流程 14
1.5 研究問題 15
第二章 文獻探討 16
2.1 理论介绍 16
2.1.1 金融创新理论 16
2.1.2 創新／發明問題解決方法理論 (Theory of Inventive Problem Solving, TIPS) 18
2.2 創新能力 (Innovation Capability/Ability) 23
2.2.1 定義 24
2.2.2 衡量量表 26
2.3 組織創新氣候 (Organizational Innovation Climate) 36
2.3.1 定義 37
2.3.2 衡量量表 39
2.4 金融服務創新 (Financial Service Innovation) 44
2.4.1 定義 46
2.4.2 衡量量表 47
2.5 顧客關係管理 (Customer Relationship Management) 58
2.5.1 定義 60
2.5.2 衡量量表 62
2.6 服務品質 (Service Quality) 77
2.6.1 定義 79
2.6.2 衡量量表 80
2.7 品牌形象 (Brand Image) 94
2.6.1 定義 95
2.6.2 衡量量表 97
2.8 企業聲譽 (Corporate Reputation) 101
2.6.1 定義 102
2.6.2 衡量量表 104
2.9 企業績效 (Firm Performance) 113
2.6.1 定義 114
2.6.2 衡量量表 116
2.10 創新能力、組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 124
第三章 研究方法與研究設計 138
3.1 研究架構與研究假設 138
3.2 結構方程模型 (Structural Equation Modeling, SEM) 141
3.3 重要性—績效分析 (Importance-Performance Analysis, IPA) 145
3.4 3.4萃智 (TRIZ) 147
3.4.1 技術矛盾 (Technical Contradiction) 148
3.2.1 物理矛盾 (Physical Contradiction) 155
3.5 信度、效度與誤差變量 168
3.5.1 信度 168
3.5.2 效度 170
3.5.3 誤差變量 172
3.6 問卷設計 174
3.7 抽樣 185
3.7.1 抽樣方法 185
3.7.2 抽樣 187
第四章 研究結果與分析 190
4.1 信度與效度之分析 190
4.1.1 Cronbach's α 190
4.1.2 因素負荷量 (Factor Loading, FL)、組合信度 (Composite Reliability, CR) 與平均變異抽取量 (Average Variance Extracted, AVE) 192
4.1.3 相關係數 (Correlation Coefficent) 與區別效度 (Discriminant Validity) 201
4.2 敘述性統計分析 203
4.2.1 中國工商銀行 203
4.2.2 中國建設銀行 223
4.2.3 整體 243
4.3 SEM 分析 263
4.3.1 中國工商銀行 263
4.3.2 中國建設銀行 268
4.3.3 整體 273
4.3.4 誤差分析 278
4.4 IPA 分析 280
4.4.1 中國工商銀行 280
4.4.2 中國建設銀行 284
4.4.3 整體 288
4.5 TRIZ 分析 292
第五章 結論與建議 298
5.1 結論 298
5.1.1 創新能力對組織創新氣候、金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 298
5.1.2 組織創新氣候對金融服務創新、顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 299
5.1.3 金融服務創新對顧客關係管理、服務品質、品牌形象、企業聲譽與企業績效之關係 300
5.1.4 顧客關係管理對服務品質、品牌形象、企業聲譽與企業績效之關係 301
5.1.5 服務品質對品牌形象、企業聲譽與企業績效之關係 303
5.1.6 品牌形象對企業聲譽與企業績效之關係 303
5.1.7 企業聲譽對企業績效之關係 304
5.2 建議 305
5.2.1 平均數與標準差 305
5.2.2 IPA 與 TRIZ 314
5.3 研究貢獻與價值 320
5.4 研究限制 321
5.5 未來研究方向 321
參考文獻 322
作者簡歷 401
附錄一：正式問卷 404
附錄二：創新矛盾矩陣表（39*39 工程參數） 417
附錄三：Stata 運算導出結果 431
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