Integrate DEMATEL/ISM/QFD For Improved Research In Process Banking

After joining the WTO, Chinese financial market is becoming increasingly open and foreign banks have entered Chinese market in succession. At the same time, banks now confront huge survival pressure under the changes in the domestic financial market and the development of Internet finance. In this market context, the concept of the Process Bank has been put forward and the banks have opened the tour of improving the bank process.Based on the finishing analysis of the concepts and theories about the Process Bank, a new idea which combines Decision Making Trial and Evaluation Laboratory method(DEMATEL)with Interpretive Structure Model(ISM) and the method of Quality Function Deployment(QFD) is put forward. An improved index system of the bank process has been identified firstly. In order to get survey data, questionnaires on the index system has been designed and issued. By using the method of DEMATEL and ISM to analyze the data, causal relationship between improvement measures and hierarchical structure are obtained. And then we can get the process network about the Process Bank. Secondly, according to the improved SERVQUAL model, the questionnaire which reflects the bank's customer demands is designed to obtain the data. In order to get the key steps of improving the Process Bank, the importance of customer requirements can be seen as relative weight of improvement processes on the Process Bank based on the method of DEMATEL and QFD. Finally, according to the key processes and the network of improved processes, the way of the bank improvements have been given by the empirical analysis. In order to provide theoretical and practical guidance of our country commercial Bank Process, related policy recommendations have been put forward in our paper.