A Study On Customer Satisfaction Of Information Service Quality Online Banking

Under the information age, Information’s influence on the whole society isvery important. Because Online Banking is oriented by customers and not wellunderstands users’ information behavior, so its information is often organized fortheir own. Thus their information services present a high similarity and its value isnot big. These can waste users’ time and energy. Customer satisfaction is reducedby it too. How does information impact customer satisfaction of Online Banking?To Customer satisfaction is improved to cultivate customer loyalty. How doescustomer satisfaction of Online Banking impact customer loyalty? How doescustomer satisfaction index of Internet Banking be organized? These problems aresolved in the study.The theory of this study includes User Information Behavior Theory andCustomer Satisfaction Theory. Combining the actual characteristics of OnlineBanking, Basing on users’ information behavior, the author organizes the customersatisfaction index of Online Banking, and puts forward the research hypotheses. Inthe study, the rationality of research hypotheses is verified through the empiricalstudy. At last, the author puts forward the final version of research model. According tothe research results, some effective advice is given by author to improve customersatisfaction of Online Banking and the level of its information service.The research methods are theoretical method and empirical research. User’information behavior of Online Banking is surveyed through the questionnaire.The empirical results show that the customer satisfaction’ influence factors ofOnline Banking include the quality of customer perceived service and information.Easing Access Factor is directly influences the customer satisfaction, and itindirectly affects customer satisfaction through the quality of customer perceivedservice. Relevance Factor and Usefulness Factor influence customer satisfactioncompletely through the quality of customer perceived service. Without consideringof the regulating variable, the higher customer satisfaction, customer loyalty ishigher. When the track level of Online Banking’ service is higher, the more loyalcustomers of Online Banking, the more the satisfied customers.