隨著網際網路之商業運用日益發達，網路銀行的問世為銀行業提供另一種新興的行銷通路與經營模式。本研究旨在透過對網路銀行顧客的使用經驗，藉以暸解顧客使用網路銀行之滿意情形，探討影響顧客滿意度之前因與後果，運用線性結構關係模式建置一套客觀的顧客滿意度衡量模式，以提供銀行經營者之參考。
　　納入本研究滿意度模式中的潛在變數有五個，即服務品質、顧客滿意度、抱怨行為、抱怨處理與顧客忠誠度，並嘗試將顧客分為有無抱怨兩群以比較其差異性。茲將結果歸納如下：
(1)有無抱怨顧客在使用前的期望、使用後的知覺、服務品質認知差異、滿意度、抱怨行為及忠誠度上均無顯著的差異。
(2)在全體顧客滿意度模式中，顧客滿意度對顧客忠誠度有正面之直接影響，服務品質對顧客忠誠度有正面之間接影響，但滿意度對抱怨行為與抱怨行為對忠誠度並無顯著的直接影響效果。
(3)比較有無抱怨之滿意度模式，發現在提出抱怨之顧客滿意度模式中，抱怨行為對顧客忠誠度有負向的直接影響，但在無抱怨顧客之滿意度模式中，抱怨行為對顧客忠誠度並無顯著的影響效果。

　　With the development of internet on business, internet banks have supplied banks with a new marketing channel and a business model. The purpose of this study is to understand the satisfaction of internet bank users, and to confer with the reasons and results which affect the customer satisfaction. In addition, LISREL is used to establish the objective model of the customer satisfaction.
　　There are five latent variables in this model, service quality, customer satisfaction, customer complaint behavior, the handling of customer complaints and customer loyalty. We also tried to compare the differences between the customers who had complained and those that didn't. The conclusion are following:
(1)There were not significant differences in expectation and perception of internet bank’s service quality, customer satisfaction, customer complaint behavior and customer loyalty between the customers who had complained and those that didn't.
(2)In a customer satisfaction model of the entire survey population, it was found that the degree of customer satisfaction had a direct and positive effect on the degree of customer loyalty ,and the degree of service quality had a indirect and positive effect on the degree of customer loyalty. However, the degree of satisfaction was showen to have no noticeable effect on customer complaint behavior, and coustomer complaint behavior had no direct effect on the degree of customer loyalty.
(3)In a customer satisfaction model of the customer who raised complaints, it was found that the degree of customer complaint behavior had a direct and negative effect on the degree of customer loyalty, but in a customer satisfaction model of the customer who didn't raise complaints, the degree of customer complaint behavior had no direct effect on the degree of customer loyalty.

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