Study on the Service Performance and Service Quality of Online Banking

摘要：

　　Online banking not only saves many labor costs of banks,but also time of users.The key factors influencing the service quality of online banking are being explored till now,because the demands of customers are ever-changing.It is a prominent challenge for the practitioners of the banking and financial sectors to distinguish themselves in the Internet financial market,enhance service quality,and strengthen competitive strategies.Importance-Performance Analysis Model is a method commonly adopted to assess performance and analyze competitive strategies.This study employed IPA to probe into the service performance,advantages,disadvantages of the online banking of the sample and the analysis results will serve as the basis of the company for improvement.

关键词： online banking service quality competitive strategies Importance-Performance Analysis Model service performance

作者: Chao-Feng Hsu Bi-Ru Lee

作者单位: Zhou Enlai School of Government,Nankai University,Tianjin 300071,China;Zhongshan Institute,Universit Law School,Nankai University,Tianjin 300071,China

会议类型: 国际会议

会议名称: 2017教育文化与社会发展国际会议(International Conference on Education,Culture and Social Development)(ICECSD 2017)

会议地点: 武汉

会议语种:英文

页码: 1-6

在线出版日期: 2017-05-20（万方平台首次上网日期，不代表论文的发表时间）