隨著人工智慧（Artificial Intelligence, AI）等技術快速發展，企業紛紛導入智能客服系統以提升服務效率與顧客體驗，銀行業尤為積極推動。然而，在技術日益成熟的情況下，消費者對銀行智能客服的使用評價卻呈現分歧，部分消費者將其視為解決問題的首選管道，亦有使用者因互動體驗不佳仍偏好真人客服。本研究旨在探討消費者在實際使用銀行智能客服後，影響其滿意度與持續使用意圖之關鍵因素。本研究以期望確認理論（Expectation Confirmation Theory, ECT）為核心理論基礎，建構涵蓋認知與情感層面的整合性模型，納入知覺溫暖與信任作為心理感知與社會的補充構面，並引入知覺溝通品質與 AI 素養，反映消費者對銀行資訊傳遞品質及個人能力差異的評價。研究透過網路問卷蒐集資料，並以 SPSS 進行敘述性統計分析、信效度檢定及迴歸分析。
研究結果顯示，期望確認對知覺有用性與滿意度皆有正向顯著影響，知覺有用性亦正向顯著影響滿意度，而滿意度則顯著正向影響持續使用意圖。此外，知覺溫暖與信任對滿意度亦具正向顯著影響，然知覺溝通品質與 AI 素養對滿意度之影響未達顯著水準。

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