Study on the Service Performance and Service Quality of Online Banking

DOI

10.2991/icecsd-17.2017.60How to use a DOI?

Keywords

online banking, service quality, competitive strategies, Importance-Performance Analysis Model, service performance

Abstract

Online banking not only saves many labor costs of banks, but also time of users. The key factors influencing the service quality of online banking are being explored till now, because the demands of customers are ever-changing. It is a prominent challenge for the practitioners of the banking and financial sectors to distinguish themselves in the Internet financial market, enhance service quality, and strengthen competitive strategies. Importance-Performance Analysis Model is a method commonly adopted to assess performance and analyze competitive strategies. This study employed IPA to probe into the service performance, advantages, disadvantages of the online banking of the sample and the analysis results will serve as the basis of the company for improvement.

Copyright

© 2017, 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  - Chaofeng Hsu
AU  - Biru Lee
PY  - 2017/01
DA  - 2017/01
TI  - Study on the Service Performance and Service Quality of Online Banking
BT  - Proceedings of the 2017 International Conference on Education, Culture and Social Development (ICECSD 2017)
PB  - Atlantis Press
SP  - 273
EP  - 278
SN  - 2352-5398
UR  - https://doi.org/10.2991/icecsd-17.2017.60
DO  - 10.2991/icecsd-17.2017.60
ID  - Hsu2017/01
ER  -