截至2017年底，國內39家銀行已有37家提供線上貸款的服務，其中線上信貸占比最大，過去數十年，銀行主要是靠建立分行、自動提款機等實體據點，隨著金融科技的蓬勃發展，雖然傳統銀行業目前仍保持本身金融業的優勢，但是銀行業正面臨著，該何運用科技化及創新的服務給消費者。
隨著P2P借貸平台等更貼近顧客行為的新金融通路產生，借貸的徵信方式也隨著互聯網發展有了革命性的做法，P2P借貸平台顯然會是銀行明顯的競爭對手，所以，當貸款的行為不再一定要到銀行才能做到，銀行則開始思考自己的角色定位，思考如何才能不會被取代。金融業的新挑戰，是商品、服務和消費者對於通路偏好的改變，愈來愈多銀行開始開放線上信貸服務，以多樣化的服務，開發更多新客源，同時以低成本、交易快速、無地域限制等，迎戰同時興起的P2P借貸平台，形成了競爭和互補的關係，這些經營模式，將影響銀行在其金融科技布局導入銀行業務的線上化，產生重要的影響，以創造業務更有彈性、增加差異化。
本研究採用個案研究法，以訪談的方式瞭解A銀行線上信貸的創新並透過科技化服務的觀點瞭解其發展趨勢進行分析。透過整理專家之意見，探討銀行在使用產品和服務的創新吸引消費者外，如何同時利用前、後台在金流、資訊流、人流的整合和科技化的方式，創造自我更多優勢、提升競爭力。
本研究發現，A銀行透過促進前、後台科技化的方式，可以帶動線上信貸的創新；利用銀行自有的優勢，透過異業合作、前後台科技化的運作，使前台和顧客的互動更完整，並以資訊流取代人流，提升互動的頻率，進而提升產品、服務的價值與利潤。利用此研究旨在給予銀行在進行線上信貸發展時，提出管理和策略上影響的建議。

By the end of 2017, 37 of 39 domestic banks had online loan services. In the past few decades, banks have mainly established physical locations such as branches and ATMs. With the flourishing development of financial technology, although the traditional banking industry still maintains its own advantages in the financial industry, the banking industry is facing the need to use technology and innovative services to consumers.
With the emergence of new financial channels that are closer to customer behaviors, such as P2P lending platforms, the credit method of lending has also evolved with the development of the Internet. The P2P lending platform is obviously a clear rival of the bank. Therefore, when the behavior of the loan is no longer necessary to bank, bank begins to think about its own role and not to be replaced. The new challenge for the financial industry is the change of products, services, and preferences of consumers. More and more banks are beginning to engage in online credit services, diversifying services, and developing more new customers. At the same time, they use low-cost and fast transactions, no geographical restrictions, against the rise of the P2P lending platform, formed a competitive and complementary relationship. These business models will affect the digital banking business with the layout of financial technology (fintech), and have an important impact and create more flexibility and differentiation.in business.
In this study, a case study method was used to find the innovation of online credit of Bank A through interviews and to understand its development trend through the perspective of technology-enabled services. By sorting out experts' opinions, we explore how banks can use products and services to attract consumers, and how to use the methods for integrating cash flow, information flow, and people flow of front office and back office, and technology to create more advantages and improve their competitiveness.
The study concludes that bank A can promote the innovation of online credit by strengthening the technology of the front and back office. By utilizing the advantages of the bank itself, through the cooperation of different industries and the operation of technology of front office and back office, the bank can make the interaction between the front office and the customer more complete, and use the information flow to replace the flow of people. To increase the frequency of interaction, and then increase the value and profit of products and services. The purpose of the study is to provide advice for development of online credit of banks, and some managerial and policy implications are suggested.

目錄
摘要 I
Abstract II
致謝詞 III
目錄 IV
表目錄 VII
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究問題 2
1.3 研究流程 2
第二章 文獻探討 4
2.1 金融科技與線上信貸 4
2.2 科技化服務模式 10
第三章 研究方法 15
3.1 個案研究方法 15
3.2 個案選擇 15
3.3 資料蒐集 16
3.4 概念性架構 17
第四章 個案分析 19
4.1 產業背景：P2P借貸平台和線上信貸 19
4.2 A銀行線上信貸個案 22
第五章 結論與建議 28
5.1 結論 28
5.2 建議 31
參考文獻 32
中文文獻 32
英文文獻 34

中文文獻
李慧芳，金融科技（Fintech）發展的國際趨勢與對我國的借鏡，國家實驗研究院科技政策研究與資訊中心-科技政策觀點，2016年6月1日，擷取自http://portal.stpi.narl.org.tw/index/article/10254
吳孟道. (2016). 金融科技創新的趨勢及挑戰. 臺灣經濟研究月刊, 39(1), 35-42.
金融監督管理委員會. (2015). 打造數位化金融環境3.0全面啟動. 擷取自https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news_view.jsp&dataserno=201501130003&toolsflag=Y&dtable=News
金融監督管理委員會. (2015). 各銀行推動「打造數位化金融環境3.0」情形. 擷取自https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news_view.jsp&dataserno=201802220001&aplistdn=ou=news,ou=multisite,ou=chinese,ou=ap_root,o=fsc,c=tw&dtable=News
金融監督管理委員會. (2016). 金融科技發展策略白皮書. 136.
金融監督管理委員會. (2016). 銀行線上貸款服務再升級. 擷取自https://www.fsc.gov.tw/ch/home.jsp?id=96&parentpath=0,2&mcustomize=news_view.jsp&dataserno=201610060003&aplistdn=ou=news,ou=multisite,ou=chinese,ou=ap_root,o=fsc,c=tw&dtable=News
財團法人資訊工業策進會. (2006). 行政院2006 SRB會議：ICT平台事業之檢視與前瞻報告案. 擷取自https://www.bost.ey.gov.tw/DL.ashx?u=Upload/UserFiles/%25E5%25A0%25B1%25E5%2591%258A%25E6%25A1%2588%25EF%25BC%259A4.0ICT%25E5%25B9%25B3%25E5%258F%25B0%25E4%25BA%258B%25E6%25A5%25AD%25E4%25B9%258B%25E6%25AA%25A2%25E8%25A6%2596%25E8%2588%2587%25E5%2589%258D%25E7%259E%25BB.pdf
莊立民, & 段起祥. (2006). 臺灣服務業組織創新量表發展之研究. ITIS 產業論壇, 8(2), 65-83.
陳萬淇(1985)，「個案研究法」，臺北市：華泰書局，民國74年
張昌吉, & 梁煥煒.(2009). 員工健康促進與管理方案-服務業科技化應用模式之探討. 產業管理評論,3(2),7-17

英文文獻
Basole, R. C., & Rouse, W. B. (2008). Complexity of service value networks: Conceptualization and empirical investigation. IBM systems journal, 47(1), 53-70.
Behrendt, S., Jasch, C., Kortman, J., Hrauda, G., Pfitzner, R., & Velte, D. (2017). Eco-service development: reinventing supply and demand in the European Union. Routledge.
Betz, F. (1987). Managing technology: competing through new ventures, innovation, and corporate research. Prentice Hall.
Damanpour, F. (1991). Organizational innovation: A meta-analysis of effects of determinants and moderators. Academy of management journal, 34(3), 555-590.
De Jong, J. P., & Vermeulen, P. A. (2003). Organizing successful new service development: a literature review. Management decision, 41(9), 844-858.
Dhar, V., & Stein, R. M. (2017). FinTech platforms and strategy. Communications of the ACM, 60(10), 32-35.
Edvardsson, B., Gustafsson, A., Sandén, B., & Johnson, M. D. (2000). New service development and innovation in the new economy. Studenlitteratur.
Gebauer, H., Krempl, R., Fleisch, E., & Friedli, T. (2008). Innovation of product-related services. Managing Service Quality: An International Journal, 18(4), 387-404.
King, B. (2012). Bank 3.0: Why banking is no longer somewhere you go but something you do. John Wiley & Sons.
Lenfle, S., & Midler, C. (2009). The launch of innovative product-related services: lessons from automotive telematics. Research Policy, 38(1), 156-169.
Magnusson, P. R., Matthing, J., & Kristensson, P. (2003). Managing user involvement in service innovation: Experiments with innovating end users. Journal of Service Research, 6(2), 111-124.
Nicoletti, B. (2017). The Future of FinTech: Integrating Finance and Technology in Financial Services. Springer.
Reponen, T. (Ed.). (2003). Information technology-enabled global customer service. IGI Global.
Robert K. Yin（1994）, CASE STUDY RESEARCH - Design and Methods, 2nd Edition, SAGE Publications
Rogers, E. M. (1995). Diffusion of innovations (4th ed.). New York, NY: Free Press.
Tien, J. M., & Berg, D. (2003). A case for service systems engineering. Journal of systems science and systems engineering, 12(1), 13-38.
Uesugi, S. (2013). IT-Enabled Services. In IT Enabled Services(pp. 1-17). Springer, Vienna.
Ulaga, W., & Reinartz, W. J. (2011). Hybrid offerings: how manufacturing firms combine goods and services successfully. Journal of marketing, 75(6), 5-23.
Voss, C. A. (1992). Measurement of INNOVATION and DesignPerformance IN SERVICES. Design Management Review, 3(1), 40-46.
Walker, R. H., Craig-Lees, M., Hecker, R., & Francis, H. (2002). Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection. International Journal of service Industry management, 13(1), 91-106.
Wentzel, J. P., Diatha, K. S., & Yadavalli, V. S. S. (2013). An application of the extended Technology Acceptance Model in understanding technology-enabled financial service adoption in South Africa. Development Southern Africa, 30(4-5), 659-673.
World Economic Forum. (2015). The Future of Financial Services -- How disruptive innovations are reshaping the way financial. Geneva: World Economic Forum.
World Economic Forum. (2015). The Future of FinTech -- A paradigm Shift in small Business Finance. Geneva: World Economic Forum.
Wägar, K. (2008). Exploring tools for learning about customers in a service setting. International Journal of Service Industry Management, 19(5), 596-620.
Yang, Y. L., Hsueh, H. W., Huang, M. H., Cho, T. Y., & Kishi, Y. Effect of Fintech on the Productivity in the Taiwan Banking Industry.