交通银行网上银行服务质量评价

发布时间：2018-03-04 05:19

本文选题：交通银行　切入点：网上银行　出处：《天津大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着网上银行消费者数量的飞速增长,在竞争日趋加剧的环境下,银行对网上银行的服务质量的重视程度也急速提升,各银行要想吸引和留住更多的客户资源,实现银行的利润最大化,就要为客户提供符合其消费习惯并使其满意的网上银行产品和服务,不断提高其服务质量水平。本研究利用结构方程模型对交通银行网上银行的关键服务质量特性进行实证分析,以调查问卷形式,采用173份有效问卷的数据进行分析,获取顾客对交通银行网上银行的服务质量的评价;从顾客角度出发做出对网上银行服务特性的客观评价,对交通银行海南省分行网上银行关键服务质量特性进行认别;运用结构方程模型的替代或竞争策略‖和模型发展策略‖来确定最终的模型。最后,通过交通银行网上银行的失效模式和效果分析(FMEA分析)结果,对交通银行网上银行服务的可靠性和安全性两个关键特性中可能存在的质量故障提出了改进建议:一、提供安全的数据传输机制,保证用户的交易安全和信息安全;二、提供高水平的基础服务和全面的差异化服务;三、建立良好的用户沟通和反馈渠道等建议,进一步改善交通银行海南省分行网上银行服务质量,以实现本研究的最终目标。
[Abstract]:With the rapid growth of the number of consumers in online banking, in the increasingly competitive environment, banks pay more attention to the service quality of online banking, and banks want to attract and retain more customer resources. To maximize the profits of banks, it is necessary to provide customers with online banking products and services that conform to their consumption habits and satisfy them. In this study, we use the structural equation model to analyze the key service quality characteristics of the Bank of Communications online banking, and use 173 valid questionnaire data to analyze the characteristics of the key service quality in the form of questionnaire. Get the customer's evaluation of the service quality of the Bank of Communications online Bank, make an objective evaluation of the characteristics of the online banking service from the customer's point of view, and identify the key service quality characteristics of the Hainan Branch of the Bank of Communications. The final model is determined by the substitution or competition strategy of the structural equation model and the development strategy of the model. Finally, the result of FMEA analysis is given through the failure mode and effect analysis of Bank of Communications online bank. This paper puts forward some suggestions to improve the quality faults that may exist in the reliability and security of the online banking service of the Bank of Communications: first, to provide a secure data transmission mechanism to ensure the transaction security and information security of the users; and second, to provide a secure data transmission mechanism to ensure the transaction security and information security of the users. Provide high level of basic services and comprehensive differentiated services; third, establish good user communication and feedback channels to further improve the quality of online banking services of Hainan Branch of Bank of Communications, in order to achieve the ultimate goal of this study.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.2;F724.6

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