基于顾客抱怨的网上银行信息安全产品的服务失误研究

On Service Failures of Information Security Ensuring Products of E—BANKING Based on Customer Complaints

本文把服务失误的相关理论应用于网上银行信息安全产品服务失误的研究中,结合我国商业银行网上银行的信息安全产品现状,以工商银行为例,通过对使用其信息安全产品的顾客的抱怨情况的调查,分析其可能的原因,并提出网上银行信息安全产品服务失误的补救建议,希望为我国商业银行提升信息安全产品服务品质提供有益的建议。

This article is about service failures of information security ensuring products based on related service failure theory. Through doing research on customer complaints data to those who have used the products, we are trying to explain some possible reasons and give service recovery suggestion on information security ensuring products to improve our commercial internet bank service level based on our commercial bank recent situations of E--BANKING information security ensuring products.