現今銀行打破時空的限制，為大眾提供更先進的fintech服務，進而改變顧客金融使用行為，正如Brett King所說的：「Banking is no longer a place you go to, but something you do」近年來，純網路銀行開始在其他國家設立，而金融監督管理委員會也在打造數位化金融環境3.0的計畫下，於2019年頒發純網銀金融執照予LINE連線銀行、樂天銀行以及將來銀行，期待為台灣的金融環境帶來新氣象。

隨著純網路銀行的蓬勃，過往有許多研究用戶對於行動銀行服務的論文，卻鮮少研究對使用該產品或服務的慣性對使用純網路銀行的影響。因此，本研究假設關係利益、交互質量、認知網路規模及滿意度將會影響慣性及以線上問卷蒐集281份有效樣本，並透過結構方程模型以Smart PLS分析。研究結果顯示慣性及信任及皆顯著正面影響用戶使用純網路銀行的意願；抗拒變革對使用意願具有負向的作用。此外，關係利益並無顯著影響慣性的形成。最後，本研究提出理論與實務面的貢獻，並建議未來學者可在不同領域或產業深入研究。

According to Brett King, “Banking is no longer a place you go to, but something you do”. That is, banks break through the limitations of time and space and provide more advanced Fintech service, which change customers’ banking behaviors. With the rapid development of technology, Internet-only banks has been existed in other countries for a few years. Especially, Taiwan’s Financial Supervisory Commission (FSC) approved three licenses for internet-only banks to Next Bank, LINE Bank and Rakuten Bank in order to advocate “打造數位化金融環境3.0” program in 2019.

With the prevailing of internet-only banks, users’ attitude and behaviors towards the mobile banking service has also been investigated by researchers over years. Despite the significant number of prior studies, few works have researched the effects of inertia regarding the certain service provider and examined the customers’ willingness to maintain the status quo and intentions of the internet-only bank service. This study develops a model integrating factors of interaction quality, relational benefits, referent network size, user satisfaction, inertia, trust and refuse to change. Data was collected from 281 LINE users in Taiwan and was carried out by using structural equation modeling (SEM). The results showed that constructs of inertia, trust and refuse to change were critical determinants of intention to use LINE Bank while the construct of relational benefits did not have significant impact on inertia. The findings in this study was provided in both theoretical and practical perspectives.

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