Analysis On Service Quality And Improvement Research In E-Banking Of LS Bank

With China's comprehensive national strength and the continuous changes in financial reforms,China's financial market is changing with each passing day,and China's commercial banks are highly competitive.The quality of service is the basis of the competition of financial institutions.It is generally believed that the difference of E-banking services is reflected in the quality of service,and is a key determinant of E-banking in differentiation and competitive advantage.In this paper,LS commercial bank is selected as the research object to study the gap in service quality of its E-bank.Therefore,this study summarizes the development of traditional service quality and the research results of E-banking service quality by scholars in order to develop a service quality model suitable for domestic online banking.In this study,the service gap model is taken as the origin of the research method,and the customer expectation and perception of online banking services are studied in detail to provide a basis for the development of online banking service quality model and scale.Based on this realistic basis,this thesis selects the service quality gap model,and adopts the research methods such as case analysis method,literature research method,data analysis method.With the literature of domestic and foreign research on the basic situation of LS commercial bank service quality,based on the six dimensions,a more specific sub-item service quality assessment dimension is constructed.The six-dimensional service quality model of tangible service quality,caring service quality,convenience service quality,reliability service quality,responsive service quality and security service quality was constructed.Seven hypotheses were put forward to test online banking service expectations and services.Perceive the relationship between and examine the role of service quality in it.The results show that there is a strong positive correlation between customer perception and customer expectations in all dimensions of E-banking.Online banking customer perceived value is a systematic and comprehensive value.The various dimensions of service perception have a significant impact on expected satisfaction.There is a positive correlation between expected satisfaction and overall perception.In order to enhance the overall perceived value of customers,it is necessary to systematically improve the various dimensions of service perception.