Abstract
With the development of the interest rate liberalization in China, the narrowing of spreads has great influence on China's commercial banks operating income, the commercial banks pressure is increasingly urgent. The electronic bank, as the main means of innovation, was being developed rapidly in recent years, which played an important role in reducing the constantly increasing intermediary business income during operation. The electronic banks promote the business innovation, and it is very convenient for the customer service. The purpose of innovation is to improve the quality of service. Bank service quality is an important factor to affect the bank's reputation and an important means of competition among banks. Based on the model of service quality of commercial banks, according to Chinese current situation, the paper puts forward an evaluation method using the FAHP-FUZZY model of service quality evaluation, in order to promote the continuous improvement of commercial banking service quality.
Highlights
Based on the model of service quality of commercial banks, according to Chinese current situation, the paper puts forward an evaluation method using the Fuzzy Analytic Hierarchy Process (FAHP)-FUZZY model of service quality evaluation, in order to promote the continuous improvement of commercial banking service quality
Since the year of 2012, because of the economic downturn and the People's Bank of China (PBC) adjustment of the floating range of interest rate by midyear, one research has shown that the Interest Expense is the most important operating expense for banks, the narrowing of spreads creates a huge challenge for bank management, the interest rate liberalization will impact on the profitability of commercial banks
Constructing the comprehensive evaluation indicator system is the vital foundation of the fuzzy comprehensive evaluation the choice of the evaluating indicator directly affects the evaluating conclusion
Summary
Since the year of 2012, because of the economic downturn and the People's Bank of China (PBC) adjustment of the floating range of interest rate by midyear, one research has shown that the Interest Expense is the most important operating expense for banks (about 85%), the narrowing of spreads creates a huge challenge for bank management, the interest rate liberalization will impact on the profitability of commercial banks. By the end of April, the 2012 annual report of listed banks had showed that the Industrial and Commercial Bank of China, the Agricultural Bank of China, the Bank of China, the China Construction Bank and the Bank of Communications those assets scale was nearly 50% of the total Chinese banking, and the five banks had realized a net profit of 774.6 billion Yuan, increased 14.9 percent at the same period of last year. Under the constraints of competition intensifies in the domestic and international interbank, banks will have to adjust customer structure and improve service quality in order to seek for new sources of profit. How to improve banks’ service quality and the structure of asset quality is an urgent subject in the background of market-oriented interest rate in China. A lot of researches have proved that the service quality determines the Customer Satisfaction The logic is concluded: Service Quality→Customer Satisfaction→Customer Loyalty→Profit
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