智慧型手機的普及讓行動銀行服務成為消費者的新選擇。Aldás-Manzano等人(2009)研究指出網路服務是宣傳行動服務最好的媒體，故消費者過去對於網路銀行的經驗可能影響其採用行動銀行服務是值得探討之議題。本研究主要探討消費者過去在網路銀行的服務補救滿意度對未來使用行動銀行的意圖，並探討交易頻率(Transaction Frequency)之干擾效果。消費者參與服務補救和服務補救經驗作為影響服務補救滿意度的因素。問卷調查對象以曾經使用網路銀行且曾經參與網路銀行服務補救的消費者，共回收455份有效問卷。並以驗證性因素分析和結構方程模型進行資料分析。結果顯示，消費者對於服務補救的角色明確性和能力對參與服務補救有影響效果；網路銀行本身之回應式和預應式顧客導向則會影響消費者對網路銀行服務補救經驗，進而提高其對網路銀行服務補救滿意度；服務補救滿意度對未來使用行動銀行意圖是有正面效果。此外，消費者本身使用網路銀行交易頻率在網路銀行服務補救滿意度與行動銀行使用意圖之間會產生干擾效果。所以，本研究建議網路銀行服務業者應提供詳細參與服務補救的流程說明，以客為尊且滿足消費者服務補救的需求，如此可以提升消費者未來使用行動銀行的意願，增進業務擴展可能性。

Due to the rise in popularity of smartphones, mobile banking has become a new option for customers. Aldás-Manzano et al. (2009) stated that Internet services are the best media on which to base advertising campaigns for mobile services, and thus customers’ internet banking experience may influence their adoption of mobile banking. This study thus investigates the effect of internet banking service recovery satisfaction on future intention toward using mobile banking, and examines transaction frequency as a moderator of this relationship. Moreover, this study applies customer participation in service recovery and service recovery experience as the influential factors of service recovery satisfaction. A total of 455 valid questionnaires were obtained from respondents with internet banking and service recovery experience. Confirmatory factor analysis and structural equation modelling were adopted for data analysis. The results illustrate that both role clarity and ability of service recovery can affect the level of service recovery participation. Additionally, the internet banking service provider’s responsive and proactive customer orientation can influence customer service recovery experience, which further increases service recovery satisfaction. Recovery satisfaction can thus affect future intention toward using mobile banking, and the moderating effect of transaction frequency was also confirmed. The findings of this work suggest that in order to increase customer willingness to adopt mobile banking, and thus raise revenues, internet banking service providers should offer detailed instructions with regard to service recovery processes, and become more customer-oriented so as to better satisfy customers’ service recovery needs.

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