The R Esearch About Ser Vice Quality Of Per Sonal Internet Bank In Chian

With the deepening of comprehensive deepening reform, the establishment of the gradual development of the interest rate market, financial and insurance system, the financial market is gradually opening, many private banks to flourish on the Internet to build and banks continue to service innovation and market share to the traditional state-owned banks unprecedented pressure. In order to improve competitiveness, how low-cost, high-efficiency, high-quality service is a problem of major banks must face. Personal online banking as a new traditional commercial banking business, with its low cost, high efficiency respected by many, but the increasingly fierce market competition and had to consider how to enhance competitiveness, and how to enhance their online banking service quality in the fierce market competition survive and become more concerned about the problem banks. On how to improve the current domestic personal online banking service quality research is still in its infancy, there is no specific monographs, and no uniform evaluation criteria, which also gives the construction bank personal online banking service quality research challenges.Based on the theory and literature studies, according to the analytical framework SERVOQUAL QOS theory, combined with China Construction Bank Personal Internet Banking service features designed Construction Bank online banking customer satisfaction surveys, including tangibles, responsiveness, assurance, shift love, security, stability, ease of six dimensions, 30 evaluation, the quality of China Construction Bank online banking service conducted an investigation. To ensure that the questionnaire provided scientific rigor, combined with China Construction Bank online banking features, personal internet banking service quality evaluation index developed by reliability analysis, validity analysis, factor analysis of empirical verification build scientific index system and effectiveness. Empirical Analysis of the results showed that online banking customers personal level of service quality evaluation, can tangibles, security and stability, assurance, responsiveness, empathy and convenience these six factors to be measured, and this 6 Overall satisfaction factors were positively correlated with the customer relationship. Also can be seen, most of the customers security and convenience of online banking stability of these two aspects of concern, indicating that banks can improve both personal online banking services to continuously improve customer satisfaction.By building service quality evaluation index system suitable for China’s personal internet banking, extension theory domestic personal online banking service quality, and through the study of personal internet banking service quality evaluation system for bank managers to their personal online banking services scientific management, and access to, maintain long-term competitive advantage provides the appropriate way.