本研究採用資料包絡分析之新方法—「兩階段網路資料包絡分析」結合「以參考網路為基礎之排序法」，並搭配Tobit迴歸分析，對行動銀行相關的服務流程進行兩步驟與兩階段的績效評估。回顧過去行動銀行的發展過程，國內外銀行早在1999年便開始推出第一代STK行動銀行與第二代WAP行動銀行，可惜最後因成效不彰而沉寂多年。儘管如此，近幾年因3G通訊技術與智慧型手機的普及，民眾消費模式發生了極大的變化，國內外銀行為了掌握消費者的金流，又紛紛再次推出第三代APP行動銀行。綜觀過去關於行動銀行的研究，主要在探討消費者採用行動銀行的意圖，但關於行動銀行績效的文章可謂付之闕如；業者衡量行動銀行績效的主要方法為市場調查或財務資料，但這些方法其實不足以反映出銀行多元投入與產出的特性。因此，本研究首先以「服務滲透」（將生產資源轉化為基礎金融服務）與「獲利創造」（將基礎金融服務轉化為獲利來源）兩階段來檢視行動銀行服務對銀行經營效率的影響，運用新的資料包絡分析方法找出相對有效率的銀行，並透過社會網路分析的?中心性排序，進一步篩選出內外部的標竿銀行；最後，再以Tobit迴歸模型檢測行動銀行與其他因素是否也影響銀行整體和各階段的效率。實證結果發現：（1）具行動銀行經驗的銀行，整體效率較佳，但真正的影響關鍵在於服務滲透而非獲利創造；（2）多數銀行在行動銀行相關的內部服務流程欠缺效率，因此根本之道仍在於改善運作效率，才能讓行動銀行發揮出應有的功能。

To evaluate the performance of mobile banking-related (or mbanking-related) service process, the new methodology of Data Envelopment Analysis (DEA)—“Two-Stage Network DEA” combined with “Network-Based Ranking Method”—is adopted in this research, including Tobit Regression Analysis. In fact, bankers had launched STK and WAP mbanking since 1999, only to find failures because of few users. Nevertheless, with the popularity of 3G telecommunication and smart phones, people’s consumption styles have been changing very much. Bankers have started promoting APP mbanking recently to make consumers’ cash flows under their control. With the review of mbanking’s literatures, we can find out most of them are connected to the reason why consumers adopt mbanking, but literatures about performance of mbanking are rare. While market investigation or financial data is often used by bankers to evaluate mbanking’s performance, it cannot reflect the characteristics of a bank’s multi-input and multi-output at all. Therefore, in this study the related internal operating process of mbanking is divided into two stages—“service penetration” and “profit generation”. Besides, DEA is also applied to dig out relatively efficient banks, and benchmark is filtered by alpha centrality from the concept of social network analysis. Finally, Tobit regression is adopted to examine whether mbanking and other factors may influence the efficiency of entire process and each stage. The result is that mbanking-experienced banks have better performances integrally, but it matters only for “service penetration”, not for “profit generation”. Besides, most banks are inefficient in mbanking-related service process, so the fundamental way is to improve efficiency of service process.

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