CAJ | 학술논문

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。
면대복무경제시대적도래화업내외경쟁적거대충격，상업은행망상지부업무몰유복무창신거미합복무질량차거회도치객호대량류실。운용층차분석법구건모형、문권조연화양화분석，가이사선출결과중점비교대적복무창신도경：가대망은산품선전력도이증강신심강저기망、감소망은신식안전산품안장경신정서、가강대원공신식화수평적배훈，종이상업은행망상지부업무발전중유소측중지추진복무창신，제승기재전자상무박혁중적경쟁력。
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.