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Research on E-Banking Service Quality Based on Service Gaps

Author: GuoLiYan
Tutor: ShenYuanYue
School: Shandong University
Course: Business management
Keywords: Online banking Quality of service Service gaps Service recovery
CLC: F49
Type: Master's thesis
Year: 2010
Downloads: 527
Quote: 2
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Abstract


As Internet technology continues to mature and widely used online banking increasingly occupy a prominent position in the management and development of a modern commercial bank. In the absence of direct communication network environment, quality of service online banking reflects the key factors of differentiation and competitive advantage. Online banking services homogenization of products, capital flow and information flow security risk management and control, and propaganda is not enough legal protection issues such as the lack of more prominent, which restricts the improvement of the quality of online banking services. This article aims to service gap analysis, the establishment of a \sustainable development. First, the paper analyzes the current development of Internet banking services proposed research the background and significance of the quality of online banking services, and the research ideas and research methods were systematically explained. Then, the existing literature on service quality management theory and service recovery to sort out, laid a theoretical foundation for this study. Second, by analyzing the gaps in understanding of the PZB gap model of service agencies to develop service standards gap, the gap between service transactions, the specific reasons for service marketing gap, combined with the characteristics of China's online banking services proposed impact online Bank service quality factors. Again, to build an online banking service gap model, and explain the relationship between the various parts of the model. On this basis the three aspects of the implementation of online banking service gap model and organizational security measures to enhance the quality of online banking services from online banking system design, product design and service recovery system design. Finally, the Bank of China online banking, for example, the analysis of its quality management strategy and the effectiveness of, play a role in substantiating the conclusions of this article. The innovation of this paper: First, with most studies in the past from service transactions analysis, this paper, based on the perception of customer expectations to the service provider's entire service delivery process, customer expectations and customer perception of two aspects of the system analyzes the impact of online banking. quality of service factors. Second, the establishment of online banking service gap model, will affect the online banking customer perception and customer expectations of quality of service into the service gap model; according to the service recovery and customer satisfaction research, service recovery factors in the model; online The bank's service quality management is a closed system, customer perception of service quality feedback authorities will further affect cognitive customer expectations. Finally, from system design, product design, remedial design to the implementation of the service gap model, and to improve the quality of financial services staff through the establishment of good corporate culture, organizational restructuring smooth communication channels, improve laws and regulations and other measures implemented as a model organizational guarantee.

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