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研究生: 連家瑜
Lien, Chia-Yu
論文名稱: 探討人工智慧對台灣銀行業之影響
A Study on Influencing Factors of AI on Taiwan's Banking Industry
指導教授: 蘇友珊
Su, Yu-Shan
口試委員: 吳豐祥 翁順裕 顏敏仁 蘇友珊
口試日期: 2021/08/03
學位類別: 碩士
Master
系所名稱: 工業教育學系科技應用管理碩士在職專班
Department of Industrial Education_Continuing Education Master's Program of Technological Management
論文出版年: 2021
畢業學年度: 109
語文別: 中文
論文頁數: 124
中文關鍵詞: 人工智慧智慧客服網路及行動銀行客群經營機器人理財風險控管
英文關鍵詞: Artificial Intelligence, Smart Customer Service, Internet & Mobile Banking, Customer Base Management, Robot Finance, Risk Control
研究方法: 分層式決策模型
DOI URL: http://doi.org/10.6345/NTNU202101403
論文種類: 學術論文
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  • 隨著人工智慧的發展,人工智慧已經廣泛應用於日常生活和社會,本研究透過文獻探討與蒐集報章期刊彙整出人工智慧對台灣銀行業的影響,歸納出五大構面與二十一項準則,五大構面分別為智慧客服、網路及行動銀行、客群經營、機器人理財、風險控管。
    本研究問卷發放對象為學術單位與產業界領域中,具備銀行金融與人工智慧相關產業背景之 24 位專家。利用多層次決策分析法探討人工智慧對台灣銀行業的影響架構中,計算評估準則的相對權重與重要性排序,最後提出研究結論與實務建議。
    本研究結果得知五大構面中以客群經營為優先考量的重點屬性。五大構面底下準則之優先考量屬性分述如下: 一、客群經營構面下為既有客戶活化。二、風險控管構面下為提升信用評估精準度。三、智慧客服構面下為正確回應客戶。四、網路及行動銀行構面下為無地域時間限制。五、機器人理財構面下為收費便宜。本研究結果可提供人工智慧對台灣銀行業之影響關鍵的參考事宜,進而制定具體有效的策略。

    With the development of artificial intelligence, artificial intelligence has been widely used in daily life and society. This study summarizes the impact of artificial intelligence on Taiwan's banking industry through literature discussion and collection of newspapers and periodicals, and summarizes five dimensions and 21 criteria. The five perspective are intelligent customer service, network and mobile banking, customer base management, robot financial management and risk control.
    The questionnaires for this research are distributed to 24 experts from academic institutions and industries with backgrounds in banking, finance and artificial intelligence related industries. Using the multi-level decision analysis method to explore the impact of artificial intelligence on Taiwan’s banking industry, calculate the relative weight and importance of the evaluation criteria, and finally put forward research conclusions and practical recommendations.
    The results of this research have learned that the key attributes of the five major dimensions that give priority to customer group management. The priority consideration attributes of the criteria under the five major dimensions are as follows: 1. The customer base management dimension is the activation of existing customers. 2. Under the aspect of risk control and management, it is to improve the accuracy of credit evaluation. 3. Responding to customers correctly under the aspect of smart customer service. 4. Without limitation of area and time under the network and mobile banking dimensions. 5. under the aspect of robot financial management, it is low rate. The results of this study can provide key references for the impact of artificial intelligence on Taiwan’s banking industry, and then formulate specific and effective strategies.

    第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 3 第三節 研究流程 4 第二章 文獻探討 7 第一節 台灣銀行產業概況 7 第二節 金融科技與網路銀行 19 第三節 人工智慧的發展與內涵 26 第四節 建立人工智慧對銀行業影響之構面與準則 35 第三章 研究方法 59 第一節 研究對象與問卷發放 59 第二節 分層式決策模型 62 第四章 研究結果分析 71 第一節 五大構面分析結果 71 第二節 二十一項準則分析結果 85 第五章 研究結論與建議 93 第一節 主要研究發現 93 第二節 研究貢獻 95 第三節 研究限制與建議事項 97 第四節 研究結論 99 參考文獻 101 附錄 專家問卷 115

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