An Empirical Research On The Impact Of Relationship Quality And Learning Abilities To Commercial Banking Services Innovation

Service economy has become globalized, businesses in order to increase their competitiveness, the most fundamental method is to promote service to create added value. For now, companies can no longer compete with each other just around commodities, but more to focus on services provided by them. With the changing environment, the enterprise in order to get considerable development and a solid foothold must always maintain the ability to provide innovative services. As we all know, commercial bank is the typical representative of the service sector, has been made great progresses in recent years. But there are still many shortcomings in its internal structure, the overall economic strength. Compared to developed countries in terms of service delivery, it still needs to strengthen and optimization. Service innovation encompasses a wide range, it needs the diversify knowledge, capabilities and abundant resources. The majorities of companies understand this issue and they do not taken behind closed doors in the mode of production, but regard a customer as a partner, and regard their needs as the core service product innovation. The effect is better than corporate resources directly put to the product’s services innovative. Therefore, thinking service innovation deeply must from the standpoint of customer relationship quality, through continuous development and learning, gradually put the resources, information, and knowledge in favor of its development into the service innovation.Based on the theory of relationship quality, learning ability and service innovation, this paper analysis some commercial banks in Tianjin, inspected the bank’s managers and ordinary employees through questionnaires, after detailed information integration, using measurement tools like SPSS 21.0 and AMOS 21.0 to examine collected data, and in-depth and detailed discussion, then established the structure equation model of relationship quality, learning ability and service innovation, based on this relationship make hypothesis tests between the paths of these factors.Validation results mainly for the following contents:1, manifested the relationship among service innovation, relationship quality and learning ability by the model;2, there is a direct proportional relationship between relationship quality and service innovation;3, there is a direct proportional relationship between learning ability and service innovation;4, there is a direct proportional relationship between relationship quality and learning ability;5, learning ability plays a mediation function in the relationship between relationship quality and service innovation;6, make a comprehensive study and research on the empirical results, and obtain a lot of inspiration in management;7, point out the lack of this study and put forward the proposed future research lines.The study was expected to help people understand the importance of the relationship quality and the learning ability, and to optimize and promote many theories related to service innovation and relationship quality. By studying the relationship quality and the learning ability to the importance of quality in service innovation, to find innovative ways to improve service. And on this basis to provide services to help innovative activities, thus increase the competitiveness of the service industry.