近年來由於資訊科技的進步快速，雲端運算、4C、智慧型電網、宅經濟等，節能概念一直推陳出新，顯示資訊科技的進步是以光世代的速度前進，而銀行業面對此一快速變化的衝擊時，適時的調整資訊策略以因應劇烈變動的大環境，亦是順勢而為；面對過去與關乎未來，資訊策略已間接或直接影響著銀行本身的競爭力，在高度競爭的金融市場，創新應用、效率提升、服務滿意度與組織績效已逐漸受到重視。

本研究為探討銀行業對資訊科技的內容、佈局及其變化之研究，目的在於找出資訊策略、資訊應用對組織績效與資訊服務滿意度之關連性，透過問卷調查法，研究對象為銀行業之從業同仁。

在資料分析上，本研究以部分最小平方法(Partial Least Square，PLS)作為分析方法，估計研究模型中各變數間之路徑關係、整體模型的契合度，以驗證研究假設是否成立。研究結果發現組織績效與資訊服務滿意度皆受到資訊策略顯著影響，而資訊應用對組織績效亦產生正相關，本研究探討這四種因素之關連性，期望能提供給銀行業IT主管做為日後資訊策略規劃之參考指標。

In recent years, due to great strides has been made on the Information Technology, such as cloud computing, 4C, smart grid, otaku economy, the energy saving concept keeps weeding through the old to bring forth the new. It shows that the Information Technology has made great progress through the light generation; so that the bank Industries need to appropriately adjust the information strategy for confronting the dramatically changed big environment when encounter the great and fast impact. Review the fast and watch the future, the information strategy has indirectly or directly influenced the competition of bank; therefore, in such high-competitive financial market, it has gradually paid attention on the innovation application, the improvement of efficiency, the service satisfaction, and the organization achievement. 

The said research is made for studying the contents, the arrangement and the variation of information technology about bank industries. The purpose of this research is finding out the information strategy and the information application to the relationship of the organization performance and the information satisfaction by using the poll; and the object of this research is the colleagues from the bank.

Regarding the material analysis, the Partial Least Square (PLS) is applied as the analysis method of the said research to estimate the path relation in each variable of research model and the match of whole model, in order to verify the hypothesis of this research. The research result shows that the organization performance and the information satisfaction are all slightly influenced by information strategy, and the information application also has positive correlation to the organization performance. The relationship of the four factors is studied expectantly to provide the prospective information strategy plan as the reference with the IT managers of the bank Industries.

目  錄
第一章   緒論………………………………………1
   1.1   研究背景與動機…………………………1
   1.2   研究目的…………………………………2
   1.3   研究流程…………………………………3
第二章   文獻探討…………………………………6
2.1   資訊策略…………………………………….6
2.2   資訊應用…………………………………….9
2.3   資訊服務滿意度……………………………17
2.4   組織績效……………………………………21
第三章   研究設計……………………………….24
3.1   研究方法……………………………………24
3.2   研究範圍……………………………………25
3.2.1	研究對象………………………………25
3.2.2	研究主題………………………………25
3.3   問卷設計與調查……………………………25
3.3.1	問卷研擬過程…………………………25
3.3.2	問卷內容………………………………26
3.4   統計分析方法…….……………………….28
第四章   資料分析……………………………….29
4.1   資料分析方法………………………………29
4.2   基本資料分析………………………………30
4.3   信效度檢測…………………………………33
4.4   結構模式分析………………………………34
4.5   研究結果與討論……………………………36
4.6   管理意函……………………………………37
第五章   結論與建議…………………………….39
5.1   研究發現與建議……………………………39
5.2   研究限制……………………………………41
5.3   未來研究建議………………………………43
參考文獻……………………………………………44
附錄Ａ－問卷調查內容……………………………49
附錄B－本研究問卷問項一覽表………………….54
圖　目　錄
圖 1-1 本研究流程圖........................5
圖 3-1 本研究架構圖.......................24
圖 4-1 研究模型路徑分析圖.................35
表　目　錄
表 1-1 本研究流程..........................4
表 2-1 資訊科技服務之衡量因素……………….12
表 2-2 電腦化程序指標衡量架………………….13
表 2-3 顧客關係管理的四大步驟一覽表……….15
表 2-4 使用者評估服務品質之要項…………….18
表 2-5 服務之特性……………………………….19
表 2-6 事業績效三階層概念化範圍表………….22
表 3-1 題目構面來源…………………………….26
表 3-2 資訊策略問卷內容來源………………….27
表 3-3 資訊應用問卷內容來源………………….27
表 3-4 資訊服務滿意度問卷內容來源………….27
表 3-5 組織績效問卷內容來源………………….27
表 4-1 樣本資料分佈表………………………….31
表 4-2 研究變項信度與效度分析表…………….34
表 4-3 研究假說檢定結果對照表……………….36

中文文獻
1.李東峰，「資訊策略與企業連結程度之研究」，國立中央大學資訊管理研究碩士論文，1998。
2.陳文賢，「資訊管理」，台北：東華書局，2002。
3.黃慶豐，「台灣地區資訊服務業競爭策略、組織結構與績效滿意度之研究」，中央大學資訊管理研究所碩士論文，1997。
4.翁林威，「企業資源規劃系統(ERP)導入與資訊策略、企業策略之研究」，國立中央大學資訊管理研究碩士論文，2002。
5.張耀堂，「企業策略、資訊策略與競爭優勢之研究」，大葉大學資訊管理研究所碩士論文，1999。
6.賴兆佳，「臺灣製造業電腦化應用深度指標之研究」，中央大學資訊管理所碩士論文，1994。
7.周政毅，「資訊應用指標之研究-以上市電子業為例」，淡江大學資訊管理研究所碩士論文，2002。
8.黃百立，「資訊服務系統使用效益與成功模式之研究」，東吳大學資訊科學研究所碩士論文，2005。
9.李妙福，「國內企業電子化發展關鍵成功因素之研究」，台北大學企業管理學碩士論文，2000。
10.林怡菁，「資訊科技服務對服務品質與關係品質影響之研究 - 以旅館業為例」，大葉大學工業關係研究所碩士論文，2004。
11.蘇元含，「運用線性結構模式探討服務品質對顧客服務滿意度與客戶忠誠度之影響-以中油加油站為例」，國立東華大學企業管理研究所碩士論文，2003。
12.張世佳，「製造策略與事業策略之配適分析-高科技廠商之實證」，國立臺灣大學商學研究所博士論文，1994。
英文文獻
1.Applegate, L. M., Mcfarlan, F. W., & McKenny, J. L., ”Corporate information system management,” 5th Edition, Irwin McGraw-Hill, 1999.
2.Barclay, D., Higgins, C., & Thompson, R., “The partial least squares（PLS）approach to casual modeling: Personal computer adoption and use as an illustration,” Technology Studies, 2(2), 1995, pp. 285-309.
3.Chin, W. W., “The Partial Least Squares Approach for Structural Equation Modeling,” In George A. Marcoulides (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates, 1998, pp. 295-336.
4.Chin, W. W., “Issues and opinion on structural equation modeling ,” MIS Quarterly, 22(1), 1998, pp. 7-16.
5.Chin, W. W. and Newsted, P. R., “Structural Equation Modeling Analysis with Small Samples Using Partial Least Squares ,” In Rick Hoyle (Ed.), Statistical Strategies for Small Sample Research, Sage Publications,1999,pp. 307-341.
6.DeLone, W. & McLean, E., “The DeLone & McLean Model of Information System: A Ten-Year Update,” Journal of Management Information System, 19(4), 2003, pp. 9-30.
7.DeLone, W. & McLean, E., “Information System Success: The Quest for the Dependent Variable,” Information System Research, 3(1), 1992, pp. 60-95.
8.DeLone, W. & McLean, E., “Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model,” International Journal of Electronic Commerce, 9(1), 2004, pp. 31-47.
9.Fornell, C. and Larcker, D. F., “Structural equation models with unobservable variables and measurement error ,” Journal of Marketing Research, 18(1), 1981, pp. 39-50.
10.Hulland, J. S., “Use of partial least squares（PLS） in strategic management research: A  review of four recent studies , “ Strategic Management Journal, 20(2), 1999, pp. 195-204.
11.Kettinger, W. J., & Lee, C. C., "Pragmatic Perspectives on the Measurement of Information Systems Quality," MIS Quarterly, 21(2), 1997, pp. 223-240.
12.Kettinger, W. J., & Lee, C. C., “Perceived Service Quality and User Satisfaction With the Information Services Function,” Decision Sciences, 25(5-6), 1995, pp. 737-765.
13.Nunnally, J. C., Psychometric theory, New York, McGraw Hill, 1978.
14.Rai, A., Lang, S., & Welker, R. B., “Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis,” Information Systems Research, 13(1), 2002, pp. 50-69.
15.Seddon, P. B., "A Respecification and Extension of the DeLone and McLean Model of  IS Success," Information Systems Research, 8(3), 1997, pp. 240-253.
16.Tan, J. J. and Litschert, R. J., ”Environment-strategy relationship and its performance Implications : An empirical study of Chinese electronics industry,” Strategic Management Journal, 15, 1994, pp. 1-20.
17.Willowdale, ”CRM disappoints enterprise execs,” Computing Canada, Howard Solomon; 2002, pp. 10.
18.Zahra S. A. and Covin J. G. , ”Business strategy technology policy and firm performance,” Strategic Management Journal, 14, 1993, pp. 451-478.