Electronic service quality research
- Jiang Kan, Tian Wei
- Market modernization.2007,
Facing the increasingly fierce competition in the financial industry, service quality is attended more and more. How to improve service quality by themselves, increasing customer satisfaction? They become a key for financial institutions to occupy new market and mining more customers. Through study each field about service quality and customer satisfaction of the domestic and overseas scholars, also put a part of achievement extend to measure customer satisfaction of internet banking information security products, we try to build a measurement model which suitable for measuring customer satisfaction of online bank information security products. While we survey a group of college students in Shaanxi, Xian and a part of net citizen, we apply methods of factor analysis, multiple regression and mean comparative analysis to compare the differences between the four major state-owned Banks in China and joint-equity banks' in the service quality and customer satisfaction. The paper aim at provide certain guiding significance for reference to future development for the both sides.