The Comparative Study of Customer Satisfaction in Internet Banking Information Security Products Based on the Quality of Service

摘要

Facing the increasingly fierce competition in the financial industry, service quality is attended more and more. How to improve service quality by themselves, increasing customer satisfaction? They become a key for financial institutions to occupy new market and mining more customers. Through study each field about service quality and customer satisfaction of the domestic and overseas scholars, also put a part of achievement extend to measure customer satisfaction of internet banking information security products, we try to build a measurement model which suitable for measuring customer satisfaction of online bank information security products. While we survey a group of college students in Shaanxi, Xian and a part of net citizen, we apply methods of factor analysis, multiple regression and mean comparative analysis to compare the differences between the four major stateowned Banks in China and joint-equity banks' in the service quality and customer satisfaction. The paper aim at provide certain guiding significance for reference to future development for the both sides