A Study On Service Quality Of Internet Bank In China

From the foundation of 'All in one net', Chinese internet banks have developed for more than six years. More and more clients know internet banks and come to use them, and internet banks are providing more advanced services integrating banking, investment, and assets management. The service quality is an important weapon for internet bank to compete. We need to investigate the determinants of internet bank's service quality because of the specialties of internet service.This study reviews the determinants of traditional services industry, banks and internet service at first, and then it gets the initial determinants of internet bank's service quality. PZB service quality model plays an important role in this study. Based on the analysis of the data from questionnaires, it finds that the determinants of internet bank's service quality are 'integrated service ability', 'security and reliability', 'tangibility and convenience', and 'enterprise image'. It also finds that 'tangibility and convenience' is very important for the clients to evaluate the service quality of internet bank. Internet banks should pay attention to these determinants, and try to improve their service quality.