| On July 2015, the State Council issued’Guidance on Actively Promoting the ’Internet Plus’ Action’, clarify the 11 priority areas of action as the development direction which contain’Internet Plus’ innovation and entrepreneurship.All the people are beginning to focus on the organic integration of’Internet Plus’ and various industries since the action plan of ’Internet Plus’ are proposed, the financial industry is no exception.Internetcompanies are cross the border to financial industry to bring Yu’ebao as the representative of a new thing, by virtue of its unique advantages, the size of funds growing rapidly in a short time. Faced with the impact of Internet-based Finance, the domestic commercial banks engaged in a fierce competition and the key to this competition is the rivalry of customer resources. China’s traditional banking sector must take active measures to attract customers, carry out a variety of service channels to customer service, implement to customer-centric service channel integration strategy to provide bank customers with more comprehensive and high quality service. This is an important measure to attract and retain quality customers and improve the competitiveness of commercial banks.Currently, with the support of information technology, the traditional commercial banking services channels are expand from traditional outlets, customer service centers to new channels such as self-service banking, online banking and mobile banking.Continuoususing new technology to expand banking channels, as well as upgrade channels and build a’full-channel bank’ has become a trend. How do future banking service channels to implement customer interaction, how to use the big data platform of Internetto integrate and upgradechannels, in order to meet the variety needs of customers and improve customer satisfaction, are the problems that this article will study.This paper uses a variety of empirical methods to identify the advantages and disadvantages of each channel and the circumstances of customer preferences, then puts forward the policy of commercial banks to use ’Internet Plus’ to achieve an upgrade, through the analysis of the current situation of banking services channels, in order to build some inspiration for banks to continually optimize and improve the perception and satisfaction of customers during the process of customer service.Also use the big data platform of Internet to reform the customer service channels, reduce costs and improve efficiency validly, which provides improvement idea for commercial banks to meet the challenge of Internet-based Finance.Firstly, I will elaborate the status of the service channels of commercial banking, and focus on the opportunities and challenges that Internet-based Finance brought to commercial banks. And I will using correspondence analysis and survey methods to study channel preferences of different customer groups, customer satisfaction with various service channels and the important circumstances of each assessment indicators of bank service channels in order to discussthe channel upgrade strategy of commercial banking services.The first part analyzes the status of the service channels of commercial banking.The second part analyzes the impacts that Internet-based Finance brought to commercial banks and various banking channels. The third part would use the method of empirical research to study channel preferences of different customer groups, customer satisfaction with various service channels and the important circumstances of each assessment-indicators of bank service channels.Through these,three points of views to analyze the difference of the superior or inferior of different service channels of commercial banks.Finally, based on the results of empirical correspondence analysis and statistical survey analysis to explore the transformation and upgrading strategy of the service channel for the commercial banks to cope with the impact of the Internet-based Finance. |
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