Service Failure And Service Recovery Applied Research In Information Security Products And Services In Online Banking

E-Banking means banks conduct their businesses via internet to achieve the full range of services anytime and anywhere. At present in our country, online-banks mainly provide the following services:Information Services (public information releasing, bank files, news and announcements, new product advertisement and etc), Service of operating guide (instructions, presentation), Customer services (forums, online customer service, online message answering and etc), Business services (billing inquiries, payment of fees, transfer, online payments, foreign exchange, securities transfer, other securities businesses, charity and etc). With the penetration of E-commerce in various fields and the development of E-payment, bank as one participant of the payment needs to provide the transfer of funds, that means the users can interact With the bank through the payment gateway to get the connect to the financial private network by using E-payment instruments (bank cards, credit cards, E-cash, E-Wallet, smart cards and etc). For the Internet is an open place, there are possibilities that the sensitive information of customers could be stolen, tampered and invaded in the transmission process. The security is one major bottleneck of online banking development, so banks continuously introduce information security products to ensure the security of online banking. The customer satisfaction of information security products can determine the number of online banking users, thus influencing the development of online bank. According to the market factors, information security products can be classified as System security products and Data security products; the system security products include firewalls, anti-virus products and other products; the data security products include code products, CA products and access control products. Standing by the customers'perspective, these ascertain researches the data security products. Based on plenty reading of relative theory of service failure and service recovery, this ascertain discusses the concept of service failure and its effect, the identification methods of service failure and analyzes the failure and its reasons of online banking information security services based on the survey of ICBC online banking information security services; discusses the definition, property, principle and meaning of the remediation after service failure and customers' satisfaction and loyalty after remediation practically point out the service faults of the present online banking information security services and What effective measures should be taken for remediation in order to make customers to be satisfied again. On this basis, we propose a complete service recovery management system; from the identification of service failure to making decision to implementation, we hope to provide a whole specific process of service failure to remediation and provide practical guide.