完善我国网上银行服务的对策研究毕业论文.doc

毕业论文 （2010届） 完善我国网上银行服务的对策研究  摘 要 随着我国的互联网快速发展，目前网上银行的商机是无限的，在未来它也将成为中外各个银行争夺客户资源，体现竞争优势的主要阵地。因此，如何提高在线服务来增加顾客在线交易的次数与金额，并增加顾客的忠诚度来保留与吸引顾客，都是所有网上银行非常关心与重视的话题。由于网上银行是一种新的组织形态，无论是客户还是银行开展业务的部门均有—个了解、熟悉、理解和掌握的过程，技术的发展与成熟也需要相当长的一段时间。因此，发展网上银行，尤其是提高网上银行服务，需要着重培养客户使用先进金融交易工具的意识，稳步推进网银客户的开发。 本文通过对网上银行服务的内涵介绍，通过对网上银行服务的影响因素分析，结合中国工商银行网上银行服务现状分析，指出其在服务过程中存在的问题，并在最后提出如何提高工商银行网上银行服务的对策。 关键词：中国工商银行；网上银行；服务Abstract With the rapid development of the Internet in China now, online banking business opportunities are infinite, in the future it will also become chinese-foreign each Banks compete for clients resources, the main positions reflect competitive advantage. Therefore, how to improve customer service online to increase the number of online transactions with amount, and increases the customer loyalty to retain and attract customers, are all online bank with emphasis on the very concerned about the topic. Because the bank on the net is a new organization form, whether the customer or the bank business departments shall have - an understanding, familiar with, the process of understanding and mastering, the development of technology and mature also need quite a long time. Therefore, the development of the bank on the net, especially that of online banking services quality, need to cultivate emphatically the customer use advanced financial trading tool consciousness, steadily promoting net silver-colored client development. This paper introduces the connotation of the online banking services for online banking services, through the influence factors analysis, combining industrial commercial bank of China online banking services, and points out that the analysis of the status in the service process, and the problems in the last puts forward how to improve industry and commerce bank online banking services countermeasures. Keywords: Industrial and Commercial Bank；The bank on the net；service 目录 1 我国网上银行服务的概述 1 1.1 网上银行的内涵 1 1.2 网上银行服务的现状 2 1.3 现代网上银行服务特征 3 2 工商银行网上银行的服务现状 5