Research On The Background And Influence Factors About Csr Of Mobile Banking

With the rapid development of Internet Finance and the gradual atrophy of traditional banking market,XX bank also launched mobile banking business,and has achieved good results since its launch.In the second year of mobile banking launch,the total volume of transactions over the year was over 12 trillion and 700 billion yuan.Meanwhile,the commercial banks launched the mobile banking business in succession.The investment of the banks to the mobile banking marketing was gradually increased,and the business innovation was continuously carried out.In the first quarter of 2017,the growth rate of mobile banking business was 23%,but the growth rate of mobile banking business in the second quarter was only 8%.Through the survey found that the main cause of the growth rate of mobile banking atrophy is: the third party payment competition,the other commercial bank competition,and the influence of customer satisfaction with mobile banking.For third-party payment and other commercial bank competition,belong to the objective factors,therefore,this article from the perspective of XX bank itself,choose customer satisfaction as the main factors.According to survey,the factors influencing the customer satisfaction of mobile banking include security,usability,empathy and economyThis paper takes XX bank as the research object,studies the background and development status of XX bank mobile bank,and based on the theories and methods of banking competitiveness theory,Internet finance theory,customer satisfaction theory,an empirical study was made on the satisfaction building model of mobile banking.The study results showed that customers with different age,different income level,and different degree of education have different satisfaction results to mobile banking.Age is negatively correlated with customer satisfaction level;income is positively correlated with customer satisfaction level;and education level is positively correlated with customer satisfaction level.Causes to these results were mainly due to security,ease of use,empathy and economy,and suggestions were put forward for these reasons from the aspects of security and usability.