某银行网上银行关键服务质量特性识别方法研究

摘要

本文研究了网上银行服务质量特性的识别并提出了基于SERVQUAL评价模型的评价方法。这一方法被应用到某银行网上银行关键服务质量特性识别，继而得出可靠性和安全性是网上银行服务质量的关键特性。%The paper studies the key service quality characteristics identification of Internet banking, and proposes an evaluation method based on SERVQUAL model. In this paper, the method is used to identify the key service quality characteristics of a bank. The analysis results show that the reliability and security are the key characteristics of Internet banking service quality.