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论文作者:留学生论文论文属性:硕士毕业论文 dissertation登出时间:2010-09-15编辑:steelbeezxp点击率:24081
论文字数:8000论文编号:org201009151711592622语种:英语 English地区:中国价格:免费论文
附件:e-bank.doc
关键词:澳洲留学生毕业论文结构范文中国网银服务质量Research onservice qualityinternet bank
Research on service quality of China’s internet bank
1. Introduction
1.1 Research background
1.1.1 Internet banking market has huge potential
1). The number of Internet users’ rapid growth provides a good foundation for Internet banking
China's Internet economy in 2006 greet a new peak of development, according to the market research company IRESEARACH survey information shows that in 2006 China's Internet users reached 165 million, representing a growth of 30 per cent compared with last year. It is expected that in 2007 the number of Internet users will reach 205.6 million. The number of Internet users’ rapid growth has provided a good foundation for online banking in China.
Source: Iresearch, www.iresearch.com.cn
2) Internet banking business has increased rapidly
On June 1996, the United States began to Internet banking, then eight months later, the Bank of China also set up web sites on the Internet, via the Internet to provide banking services to the community, which marks the first domestic bank in the Internet, after nine years, domestic online banking is growing in an unprecedented speed, Internet banking business is rapidly increasing. This is shown in customer numbers and transaction amount two aspects.
According to market consulting firm IRESEARCH "China's Internet Banking 2006 report" shows that the number of domestic users of Internet banking in 2001 from 2.15 million increases to 18 million in 2006, accounting for 16.9% of the number of the whole Internet users. It is expected in 2007 this ratio will increase to 21.7 percent.
Source: www.iresearch.com.cn
With Internet banking’ s development in China, the number of users increase and the frequency of use increase, China's online bank transactions from 2003’s 23.3 trillion Yuan rose to 49.3 trillion Yuan in 2004, the growth 103.2% compared with last year.
All figures indicate that China's online banking market has tremendous potential. It is expected that from 2005, the proportion of Internet banking business will gradually accounted for 20 per cent of banking business. Internet banking in the modern commercial banking operation and development will occupy an increasingly prominent position.
1.1.2 Service quality which reflects differences of the key competitive advantages and decision factors in Internet banking
The network economy is the era of a "customer-centric". The introduction of Network services completely changes the ways of establishing and maintaining business between the bank and its customers. In traditional banking, clerks through frequent contacts with customers provide services, while the network environment which is in the absence of direct interpersonal communication, the banking system only through the electronic services establishes and strengthens the perception of customers to the quality. In addition, the network economy is a two-way interactive, customers’ choice of service has great space, they can easily compare the banks, therefore, service quality becomes a key decisive factor to reflect a difference in the quality of services and competitive advantages, Yang (2001) stresses that, it is very important for the quality of service to attract and retain customers. The more the quality of service customers expect and demand are met, the higher the level of satisfaction will be, the easier it is to maintain customer loyalty, and loyalty is the key to t本论文由英语论文网提供整理,提供论文代写,英语论文代写,代写论文,代写英语论文,代写留学生论文,代写英文论文,留学生论文代写相关核心关键词搜索。