Research On Internet Banking Service Quality Of Bank Of China

Abstract:With the development of internet technology, the development of online bank in china is growing fast. Both from the popularity of the online bank industry and the scale of the development of online bank, online bank industry in china belong to the sunrise industry. Comparing with the traditional industries, online bank has the advantages of lower operating costs, lower transaction costs, better customer service model and better customer services. In addition, online bank breaks the traditional restrictions, which greatly facilitates the customers. Currently, online bank of bank of china developed rapidly, while because of technology and service homogenization, the competition of domestic online bank is becoming increasingly fierce. If bank of china want to maintain a healthy development of online bank, it must improve the service of online bank, which will enhance its competition.In this study, we take the Internet bank of Bank of China as the research object, according to the SERVOQUAL framework of service quality; we designed a customer satisfaction survey of BC’s Internet bank. After descriptive statistics of the customer satisfaction survey, we obtained the customer’s satisfaction level of Bank of China’s online banking services in tangibles, convenience, caring, reliability, response satisfaction and safety6aspects. We found that the construction of China’s online bank is very fruitful, but the quality of its services is still need to further improve. Then, this paper analysis the macro and micro factors which restricted the improvement of Internet bank’s service quality. On this basis this paper puts forward corresponding counter-measure and suggestion, in order to improve the service quality of its Internet bank.