对提高我国网上银行服务质量的研究 大学论文.doc

天津外国语大学滨海外事学院经济系 本科生毕业论文 题目：对提高我国网上银行服务质量的研究 Research on Improving the Service Quality of Lnternet Banking in China 作 者 邵天宇 学 号 120664089 专 业 国际经济与贸易 班 级 120407 指导教师 王维红 完成日期  中文摘要 随着互联网技术的不断发展，互联网技术应用的不断深入，我国网上银行的发展也以较快的速度发展，网上银行的普及程度已经非常高，而且网上银行功能的日益强大已经在一定程度上代替了实体银行职能。如今的网上银行不仅为银行客户提供了全新的银行服务，使得服务能够深入走进客户的生活，便利客户的生活的方方面面。随着网上银行的不断完善以及网上银行服务的完善和质量的提升，网上银行的用户呈直线上升的趋势，网上银行已经成为商业银行普遍采用的一种业务形式，能够有效帮助银行提高经营效益，降低经营成本并提升客户满意度，增强银行的竞争力。本文以我国网上银行及网上银行服务为背景，分析了网上银行服务中存在的问题，以为题为导向提出了相应的解决措施，为提升我国网上银行服务质量做了充分的研究。 关键词：网上银行；服务质量；概述；问题；策略  ABSTRACT With the continuous development of Internet technology, the deepening of the application of Internet technology, the development of the Internet Bank in our country also to a more rapid pace of development, the popularity of online banking has very high and function of the bank on the net of increasingly powerful has in a certain extent, instead of the solid banking functions. Todays online banking not only for bank customers to provide a new banking services, so that the service can go deep into the customers life, to facilitate the life of all aspects of the customer. With the online bank of continuous improvement and improvement of Internet banking services and quality promotion, online banking users showed a linear upward trend, Internet banking has become a kind of business form generally adopted by commercial banks, can effectively help the banks to improve operating efficiency, low operating cost is reduced and enhance customer satisfaction, enhance the banks competitiveness. The Chinas Internet banking and Internet banking services as the background, analyzes the problems of Internet banking services in the presence of, to the topic oriented put forward corresponding solutions, sufficient research to improve Chinas Internet banking service quality. Key words: online banking; service quality; overview; problem; strategy