Service Quality and Competitive Strategies in Online Banking

摘要

Online banking is an affordable service that reduces labor costs and risk of human error. Moreover, it overcomes spatiotemporal limitations and enables banks to increase their customers. However, in highly competitive online financial markets, the banking and financial industries are faced with the challenge of becoming industry leaders through improving their service quality and implementing competitive strategies. To examine the online banking service quality of a case company and provide a reference for improving the company, this study incorporated the importance-performance analysis model, which is a frequently adopted model for analyzing the business performance and competitive strategies of companies.