QoS for Internet Banking

摘要

The web and its related technologies have transformed the banking sector. Electronic banking increases the banks' dependency on information technology thereby creating the need for outsourcing arrangements with non-financial institutions such as Internet service providers, technology and telecommunication companies. Operational processes, technical capabilities, and software applications create complex technical and managerial challenges for banks. Then, establishing a quality management system allowing the quality of provided services to be monitored is a critical issue to help them to design and manage on-line services. It exists a lot of methods to manage the quality of products or services but they cannot be applied directly to electronic services because of their characteristics. In this paper, we will develop a quality management technique, Quality Function deployment (QFD), for electronic banking services in order to provide a decision support for Internet banking technicians, engineers and managers. It outlines the links among quality, quality management tools and e-banking services and reveals the complexity of a quality management system for electronic services.