The Research Of Service Quality Evaluation Model Of Commercial Bank ’s Information Technology System

With the development of information technology, the bank industry does pay more attention to its own information technology System, and will need to evaluate the quality of the information technology service by a scientific and effective model, which can be used to support the maintenance and development of banking business by giving the direction to improve and optimize. This paper will analyze the current situation of information technology system service quality evaluation, establish a service quality evaluation model for bank’s information technology system, which is based on the SERVQUAL model, using the Likert Scale and Product Scale Theory, and gives the specific research methods. This paper research content mainly includes:Analysis of the current situation of service quality evaluation of bank’s information technology system. Firstly, the concept of service and quality is discussed, and will introduce the basic model of SERVQUAL and its application in the evaluation of service quality; secondly, according to the theory and experience, describes the service quality evaluation of information technology system, and focuses on the service quality evaluation in view of the current situation of bank information technology system are analyzed; finally, put forward the need to build a more appropriate bank information service quality evaluation model of the system of science and technology, to solve the existing problems and insufficiency.The establishment of service quality evaluation model of bank’s information technology system. Based on the SERVQUAL model, the service quality evaluation model of bank’s information technology system is designed of fully considering the banking industry itself and the characteristics of the services provided by the information technology system. After the final model is established, specific research methods of this model are given.To verify the service quality evaluation model by a case study. The paper use the effective data collecting through a questionnaire form to analyse mathematical statistics in detail. After the adjustment of index weight, calculate the service quality score using weighted method, combining with IPA model and gap model. And finally, the new service quality evaluation model is confirmed with utility value.