经济与管理
經濟與管理
경제여관리
Economy and Management
2013年
9期
55~62
,共null页
网上支付业务 服务创新 服务质量差距 层次分析法 途径
網上支付業務 服務創新 服務質量差距 層次分析法 途徑
망상지부업무 복무창신 복무질량차거 층차분석법 도경
Online payment; Service innovation; Service quality disparities; The analytic hierarchy process; Approaches
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。
麵對服務經濟時代的到來和業內外競爭的巨大遲擊，商業銀行網上支付業務沒有服務創新去瀰閤服務質量差距會導緻客戶大量流失。運用層次分析法構建模型、問捲調研和量化分析，可以篩選齣結果中佔比較大的服務創新途徑：加大網銀產品宣傳力度以增彊信心降低期望、減少網銀信息安全產品安裝更新程序、加彊對員工信息化水平的培訓，從而商業銀行網上支付業務髮展中有所側重地推進服務創新，提升其在電子商務博弈中的競爭力。
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.
