Research on the Service Quality of Personal Online Banking from the Perspective of the New Generation

DOI

10.2991/aebmr.k.191225.136How to use a DOI?

Keywords

service quality, online banking, SERVQUAL model

Abstract

With the development of Internet technology, online banking is developing faster and faster in China. For the traditional bank, the online bank have the advantages of lower operating costs, lower transaction costs, better customer service mode, better customer service content. The online bank broke the limitation of time, region and the way to trade, which Greatly facilitate the majority of customers. This study takes online banking of China as the research object, from the perspective of the new generation of consumers, according to the theory of SERVOQUAL service quality analysis frame, designed the questionnaire of customer satisfaction of China online banking. This paper analyzes the service quality of online banking of bank of China, and after a statistical description, obtains the customer satisfaction level of online banking of bank of China in five aspects, such tangible, guaranteed, empathic, reliable and responsive and safe, and establishes corresponding countermeasures to the existing problems.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Lingzhi Zeng
AU  - Na Wu
PY  - 2020
DA  - 2020/01/07
TI  - Research on the Service Quality of Personal Online Banking from the Perspective of the New Generation
BT  - Proceedings of the 5th International Conference on Economics, Management, Law and Education (EMLE 2019)
PB  - Atlantis Press
SP  - 741
EP  - 745
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.191225.136
DO  - 10.2991/aebmr.k.191225.136
ID  - Zeng2020
ER  -