Abstract
Innovation in service has become a new hotspot of innovation research and service management research at the end of the twentieth century and the early twenty-first century, of which evaluation on innovation in service is an important topic in these fields. This study, through the investigation and research, taking Chinese listed commercial banks as an example, has established an evaluation index system of China's commercial banks’ service innovation which has mainly evaluated on three aspects, i.e. innovation input, innovation output and innovation environment. The Analytic Hierarchy Process is introduced in this study. The related indicator data is acquired from 2012 annual reports of China's listed commercial banks. Through the analyses on the evaluation results, it is concluded that innovation input and innovation environment are positively correlated to innovation output. The purpose of setting up the evaluation index system is to measure the overall service innovation level in China’s commercial banks, to figure out the status of their development and to find out the ways to improve their service innovation.
Highlights
The research on evaluation of service innovation was made originally in the 1990s, but in China it wasn’t until the early twenty-first century
Through the analyses on the evaluation results, it is concluded that innovation input and innovation environment are positively correlated to innovation output
In the evaluation index system of China’s listed commercial banks, weight of innovation output is 0.60 which indicates that the service innovation level mainly depends on innovation output
Summary
The research on evaluation of service innovation was made originally in the 1990s, but in China it wasn’t until the early twenty-first century. They found that the soft environment construction and the influence of clusters on enterprises have a strong effect on the innovation ability of the clusters’ enterprises. It is necessary to make further research on the innovation in service of China’s commercial banks to make out the status quo of its development
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