商业银行网上支付业务的服务创新途径研究——基于服务创新与服务质量差距理论  

Research on the Approaches to Commercial Bank's Online Payment——Based on Service Innovation and Service Quality Disparities Theory

作　　者：邢丘丹[1] 常莹莹[1] 杜占河[2,3] 

机构地区：[1]陕西师范大学国际商学院,陕西西安710062 [2]西安理工大学经济与管理学院,陕西西安710054 [3]西安交通大学管理学院,陕西西安710049

出　　处：《经济与管理》2013年第9期55-62,共8页Economy and Management

基　　金：教育部人文社会科学研究青年基金项目(11YJC630040)

摘　　要：面对服务经济时代的到来和业内外竞争的巨大冲击,商业银行网上支付业务没有服务创新去弥合服务质量差距会导致客户大量流失。运用层次分析法构建模型、问卷调研和量化分析,可以筛选出结果中占比较大的服务创新途径:加大网银产品宣传力度以增强信心降低期望、减少网银信息安全产品安装更新程序、加强对员工信息化水平的培训,从而商业银行网上支付业务发展中有所侧重地推进服务创新,提升其在电子商务博弈中的竞争力。In the face of the arrival of the era of service economy and the huge impact of the competition outside the industry, for the commercial bank＇s online payment business, how to improve the efficiency of customer information security management is the key. From four dimensions of service innovation theory, this paper preliminarily explored the service innovation approaches to customer information security management of commercial bank online payment business, and further used the analytic hierarchy process （AHP）to construct a model, a questionnaire survey and a quantitative analysis. According to the larger proportion of service innovation approaches screened out of quantitative results, commercial bank online payment business can promote service innovation more effectively in customer information security management, enhance its competitiveness in the game of e-commerce.

关 键 词：网上支付业务 服务创新 服务质量差距 层次分析法 途径 

分 类 号：F832[经济管理—金融学]