Proceedings of the 2017 International Conference on Education, Culture and Social Development (ICECSD 2017)

Study on the Service Performance and Service Quality of Online Banking

Authors
Chaofeng Hsu, Biru Lee
Corresponding Author
Chaofeng Hsu
Available Online January 2017.
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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Volume Title
Proceedings of the 2017 International Conference on Education, Culture and Social Development (ICECSD 2017)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
January 2017
ISBN
10.2991/icecsd-17.2017.60
ISSN
2352-5398
DOI
10.2991/icecsd-17.2017.60How to use a DOI?
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/).

Cite this article

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  -