Research On The Intrinsic Relevance Of Online Banking Service Innovation, Service Quality Management And Customer Satisfaction

In recent years,with the continuous development of Internet financial enterprises,financial markets have emerged in a variety of service innovation model.This phenomenon makes the financial market's competition become more and more fiercely.If the online bank wants to keep the status of market heavyweights,it should keep their own development capacity,and then,must take innovation as an important module in service.Innovation is particularly important for the Services.After the meet in people's material life,they more to find their "I want" service or product,these must be individualized,not the same with others,to lead the trend.For today customer service nature of the enterprise is becoming more and more important,the market competition is more about customer competition and how to make their products or services to customers of all ages,become the focus of attention.Therefore,we according to the actual situation of online banking services from the perspective of innovation,explore the service innovation of Internet banking,the relationship between service quality and customer satisfaction,and service innovation of the four dimensions of customer satisfaction promotion play a role in the proportion of the size of the study.We hope that the final results can do some reference to academic research and make more enlightening for the future development of Internet banking.In the end,make the Internet banking develop quickly.First of all,we according to the reality of Internet banking,puts forward the background and significance of research on Internet banking service satisfaction to customer innovation,and we illustrates the research purpose and content.Then the literature review described respectively the four dimensions of service innovation,the four dimensions of service innovation,theory of service quality and customer satisfaction.And then,we build a conceptual model on the basis of theoretical research.Secondly,we according to the connotation of Internet banking,service innovation and service quality and customer satisfaction measurement index build the corresponding theoretical model,and make relevant assumptions.We receive the result of the reliability and validity of the questionnaire,correlation analysis and regression analysis.On the basis of the empirical results,further explore the online banking customer satisfaction service innovation strategy,construction the online banking customer satisfaction to enhance service innovation strategy evaluation model selection level.Through a questionnaire designed on the analysis model,expert questionnaire survey and quantitative analysis,the various dimensions of access to services innovation to enhance customer satisfaction influence,and put forward the service innovation corresponding strategy.Finally,the empirical research conclusions are as follows:Based on a positive correlation relationship between the online banking service innovation and customer satisfaction are,that is to say,more innovative ways of online banking services,customer satisfaction is high;the service quality and service innovation are positively related,high quality of service will promote the service innovation,in turn service innovation will also improve the quality of banking services;high quality service will enable consumers to higher retention rates.To some extent,the service innovation effect on consumer satisfaction through high quality service to adjust the various dimensions of service innovation.The size of the proportion accounted for to enhance customer satisfaction were obtained by fuzzy AHP method.From the perspective of service quality management,security and convenience of improving customer satisfaction of online banking,followed by tangible response.And empathy effect is relatively small.From the perspective of service innovation,to enhance the degree of customer satisfaction ranking of online bank contribution is a new service delivery system,technology choice,the new service concept,new customer interface,and for the protection of technological innovation to enhance the role of the largest,service delivery innovation greatly to enhance convenience and responsiveness.