Research On The Evaluation Of Service Quality Of A Internet Banking

With the continuous deepening of the national financial system,in order to solve the financing problems of small and micro enterprises,realize inclusive finance,and promote the development of the national economy,the government has approved the establishment of 19 private banks.Because most private banks operate their business through information technologies such as virtualization,cloud computing,and big data,the current private banks are also called "Internet Banking".Its characteristic is that in the absence of physical outlets,closed-loop operations of all businesses can be completed online.Therefore,a stable and reliable Internet platform is very important for its business operations,and it is true that its service quality is also its core competitiveness.At present,the Internet banking business has been developing rapidly,and at the same time,the problem of its service quality has gradually been exposed.Internet banking involves a lot of information technology and financial product content is divided into categories.Because there is no unified management model and standard,there are many problems in service quality,and some even affect the development of downstream cooperation channels.This thesis is to study the service quality of A Internet Bank,analyze the cause of the problem,and has certain reference value for improving and improving the service quality.This thesis adopts the SERVQUAL model and revises it.From the initial 5dimensions with 22 indicators,it is revised to 6 dimensions with 23 indicators,and the index weight is added to measure the importance of each dimension.And on this basis,a questionnaire on service quality satisfaction was compiled.A questionnaire survey was conducted on the customers and cooperation channels of Internet Bank A.After the reliability and validity of the pre-survey questionnaire reached the standard,a formal questionnaire was issued,and a total of 199 valid questionnaires were collected.According to data analysis,the order of the six dimensions of service quality gap is security>reliability>guarantee>easy-touse>responsiveness>empathy.Combining the actual research status of banks,sum up and sort out the reasons for the insufficiency of service quality and give optimization suggestions.