This study combines the opinions of consumers and experts (managers and scholars) and employs the four-phase research methods (IPGA, DEMATEL, QFD and MBO) in order to determine the key factors for the superior service of mobile banking. The results of IPGA and DEMATEL show a total of 7 critical service quality factors that need to be improved for mobile banking. According to the QFD results, 6 service quality improvement strategies have been developed, and the sequence of improvements is adequately discussed herein. Lastly, this study establishes a set of mobile banking objective management progress control and performance evaluation sheets, based on the concept of MBO, in order to manage and control the improvement progress and effect of mobile banking service quality. The proposed mechanism can achieve the objective of superior service quality in an expedited manner with limited resources.

中文翻译：

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提升手机银行服务质量

这项研究结合了消费者和专家（经理和学者）的意见，并采用了四个阶段的研究方法（IPGA，DEMATEL，QFD和MBO）来确定移动银行卓越服务的关键因素。IPGA和DEMATEL的结果表明，对于移动银行而言，总共需要改善7个关键服务质量因素。根据QFD结果，已经开发了6种服务质量改善策略，并且在此充分讨论了改善的顺序。最后，本研究基于管理层收购的概念，建立了一套手机银行目标管理进度控制和绩效评估表，以管理和控制手机银行服务质量的改善进度和效果。