網路ATM使用者介面之安全性與滿意度設計研究｜國立臺灣科技大學博碩士論文系統

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研究生：	吳文中 Wen-chung Wu
論文名稱：	網路ATM使用者介面之安全性與滿意度設計研究 The design research of security and satisfaction in user interface.
指導教授：	陳建雄 Chien-hsiung Chen
口試委員:	鄭金典 Jin-dean Cheng 賴文祥 Wen-hsiang Lai
學位類別：	碩士 Master
系所名稱：	設計學院 - 設計系 Department of Design
論文出版年：	2012
畢業學年度：	100
語文別：	中文
論文頁數：	116
中文關鍵詞：	滿意度、安全性、網路ATM 、介面設計、科技接受度
外文關鍵詞：	satisfaction, security, web ATM, interface design, technology acceptance model
相關次數：	點閱：330 下載：15
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上一筆

網路ATM 於2005年開始積極推廣，推行迄今已頗具有成效展現。在大型銀行陸續加入戰局後，無不積極發展各種可以滿足客戶需求的服務方式。本研究之實驗採用受測者間(Between-subjects)的實驗方式進行，以了解目前網路ATM之安全性與滿意度狀況。本研究包含兩部分實驗：(1) 歸納現有網路ATM所不足之處，改善使用績效以及滿意程度。(2) 驗證實驗：將前階段之結果，同時整理歸納相關文獻研究，進行驗證實驗。
本研究採2 (介面互動模式) x 3 (安全性設計型式)之雙因子實驗方式進行。「介面互動模式」之變項共有兩層級：(a) 網頁選單型：功能選項在左側顯示，任務操作為同一視窗內作操作；(b) 實體模擬型：功能選項在中央顯示，任務操作是在階層式彈出視窗內做操作。而「安全性設計型式」分為三層級：(a) 基本安全性：「登入」任務有安全性驗證；(b) 重點安全性：「登入」與「轉帳交易」任務有安全性驗證；(c) 完整安全性：五項操作任務皆有安全性驗證。
透過實驗可獲得包括：操作績效、介面互動滿意度、系統使用性與科技接受模式之研究結果。其結果如下：(1)「網頁選單型」介面：為在同一視窗進行安全驗證，如此可避免網路環境不穩定時，需花費更久的時間等待而失去耐性。(2)安全性驗證操作介面可以參考「網頁選單型」模式來進行設計，而功能區的顯示則可以參考「實體模擬型」在畫面中心顯示。(3) 網路ATM的「安全性設計型式」，應依不同的功能項目，可有不同的型式，如：「重點性安全設計」型式，如此一來不僅有較好的評價表現，甚至能維持良好的操作績效。(4) 「基本安全性」雖然較為簡易，但若是站在經營者的角度來看，使用者的信任是更為重要的！況且「基本安全性」與「重點安全性」在各問卷評量當中並無顯著差異，所以本研究建議採用「重點安全性」的安全性設計型式。

The web ATM has been available in the market since 2005, so far it has shown good effects to improve our banking process. Many major banks joined to the market and have developed various types of services to meet customers' needs. This research study adopted the between-subjects experimental to investigate the web ATM security and satisfaction status.
This study includes two parts of experiments: (1) The user interface investigation for the current web ATM online. By understanding the functionality, procedure, interface satisfaction rate, and system usability, an interaction designer can generate important user requirements that can be incorporated in the future design. (2) Combine the first stage experiment results with the relevant literatures to help conduct validate experiment.
The experiment has been planned base on a 2 (interactive interface module) by 3 (security module) two-way ANOVA design. There are two levels in the independent variable of interactive interface module: (a) Web menu module: The options were displayed on the left side and the performed task will be within the same window. (b) Entity analogue module: The options were displayed on the central and the performed task will be in a pop-up window. There are three levels in the independent variable of security module: (a) Basic security: the "Login" task contains security validation. (b) Key security: the "Login" and the "Transfer transactions" tasks contain security validation. (c) Full security: All the five tasks contain security validation.
Based on the experiment, the results regarding user task performance, questionnaire for user interface satisfaction (QUIS), system usability scale (SUS), and technology acceptance model (TAM) were obtained for further statistical analysis. The generated results indicated that: (1) “Web menu module”: the task performed in the same window can help users avoid waiting for too much time when the network speed becomes slow. (2)The security validation interface design can refer to the "Web menu module". The functional area can refer to the "Entity analogue module" in the center of the screen. (3)Web ATM-security module, different functions may have different modules, such as "Key security". It has the effects that not only can result in a better evaluation and can maintain a good task performance. (4) In terms of "Basic security", although it is relatively simple, users' trust is much important from the business point of view. Because "Basic security" and "key security" has no significant difference in questionnaire assessment, the researchers may suggest that the security module can be viewed the same as the "Key security" module.

中文摘要...........................................................................................................................II
英文摘要.........................................................................................................................III
致謝..................................................................................................................................V
目錄 ...............................................................................................................................VI
表目錄..............................................................................................................................IX
圖目錄............................................................................................................................XIII
第一章 緒論......................................................................................................................1
1 研究背景與動機..........................................................................................................1
2 研究目的.....................................................................................................................2
3 研究架構與流程..........................................................................................................4
4 研究範圍與限制..........................................................................................................6
第二章 文獻探討...............................................................................................................7
1 網路銀行概念.............................................................................................................7
2 網路ATM....................................................................................................................7
2.1 網路ATM使用需要條件...........................................................................................8
2.2 網路ATM發展現況..................................................................................................9
2.3 網路ATM服務項目................................................................................................10
2.4 網路ATM、實體ATM與網路銀行基本比較..........................................................11
3 安全性......................................................................................................................12
3.1 安全與信任............................................................................................................14
3.2 科技接受模式........................................................................................................15
4 滿意度.....................................................................................................................16
5 人機互動介面設計...................................................................................................17
5.1 介面的使用性.......................................................................................................19
5.2 心智模式................................................................................................................20
5.3 使用性評估............................................................................................................21
第三章 研究方法與實驗流程..........................................................................................25
1 研究方法...................................................................................................................25
2 實驗流程與建構......................................................................................................25
3 研究進行步驟........................................................................................................27
第四章 前導性實驗－現有網路ATM使用者介面設計調查.........................................28
1 前導性實驗受測樣本..............................................................................................28
2 前導性實驗對象....................................................................................................32
2.1 前導性實驗對象使用現況調查...............................................................................33
3 前導性實驗結果........................................................................................................34
3.1 計測任務績效分析.................................................................................................35
3.2 使用者互動滿意度量表(QUIS)分析........................................................................42
3.3 介面安全性主觀感受量表分析..............................................................................47
4 前導性實驗綜合討論................................................................................................48
4.1 使用性績效..........................................................................................................48
4.2 介面滿意度........................................................................................................51
4.3 安全性主觀感受.....................................................................................................51
第五章 驗證實驗－網路ATM使用者模擬介面.............................................................53
1 驗證實驗方法...........................................................................................................53
1.1 驗證實驗研究變項..............................................................................................53
1.2 驗證實驗網站製作.................................................................................................57
1.3 驗證實驗問卷設計...............................................................................................59
1.4 驗證實驗對象......................................................................................................61
2 驗證實驗結果..........................................................................................................63
2.1 計測任務操作績效之分析......................................................................................63
2.1.1 計測任務操作績效：任務一..............................................................................63
2.1.2 計測任務操作績效：任務二..............................................................................66
2.1.3 計測任務操作績效：任務三..............................................................................70
2.1.4 計測任務操作績效：任務四................................................................................73
2.1.5 計測任務操作績效：任務五................................................................................77
2.1.6 計測任務操作績效：整體績效............................................................................80
2.2 使用者互動滿意度量表(QUIS)之分析....................................................................82
2.2.1 使用者互動滿意度量表「整體反應」之分析.......................................................82
2.2.2 使用者互動滿意度量表「網頁呈現」之分析.......................................................83
2.2.3 使用者互動滿意度量表「介面遣詞與介面資訊」之分析....................................... 85
2.2.4 使用者互動滿意度量表「學習」之分析.................................................................86
2.2.5 使用者互動滿意度量表「軟體效能」之分析......................................................... 88
2.3 系統使用性尺度量表(SUS)之分析........................................................................ 90
2.4 科技接受模式(PUEU)量表分析............................................................................. 92
第六章結論與建議...........................................................................................................96
1 研究結果..................................................................................................................96
2 結論建議與後續發展...............................................................................................101
參考文獻.......................................................................................................................105
附件一：前導性實驗問卷.............................................................................................110
附件二：驗證實驗問卷..................................................................................................113

                                

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