Study On Service Quality Of Corporate Internet Banking And The Initial Establishment Of Its Evaluation System

As one of new marketing development means in banking service and the most efficient and quick ways in attracting profitable corporate customers, Internet Banking Service is gradually becoming the key weapon in competing with the foreign banks after the limitations of the banking operation have been abolished. Unfortunately, with the aggressive strategy of "developing the bank with science and high-tech", the Corporate Internet Banking service still cannot be accepted by customers due to the lack of high service quality. As far as the banks are concerned, they have never taken the service quality as the key factor in promoting the development of Corporate Internet Banking. On the contrary, they only put emphasis on the IT investment. At the same time, from the theoretical point of view, there is no unified and integrated evaluation instrument tool of Internet Banking service for banks to find the problems in service quality. That is why this study focuses on the service quality of Corporate Internet Banking.The whole process of this study includes the literature review on the relevant fields, questionnaire designing, analyzing, reliability and affect testing on the basis of deep-interview and related research. The research also discusses the key dimensions which affect the service quality and satisfaction. The main purpose of the present study is intended to introduce a survey tool that enable banks with transactional Internet Banking services to measure e-corporate-customer's perceived quality and provide the some theoretical instructions for banks in China to compete with foreign ones. It has been found that it is urgent for banks in China to advocate service quality management in Internet Banking development. Furthermore, the improvement way and establishment of survey tool of service quality ofCorporate Internet Banking can be carried out from four aspects, namely, Internet banking customer service quality, system quality, product quality and bank-corporate relation management. All of these research findings will fill the some gap in current research field.The rest of the paper has been organized as follows: the next section gives a brief account of the Internet banking in China, followed by a review of relevant literature on the service quality, especially in the field of Internet Banking. Together with this, the choose and design method of key factors which influence service quality of Internet Banking will also be presented. In the Fourth Chapter of this thesis, the study focuses on the process of testing and verifying the whole evaluation instruments by statistic software on the base of questionnaire and deep-interviewing research. Finally, findings of the study, discussion of results, implications for management will be provided.