Internet banking services in China : customer service quality delivered over the Internet

Abstract

Nowadays, the Internet is prevailing and accessible to almost everyone and becomes an important part of people’s daily life. People are getting more and more used to using Internet banking services because it provides convenient, faster and cheaper services. The purpose of the thesis is to provide a better understanding of Internet banking in China and the thesis will present and discuss internet bank of two banks, China Construction Bank and China Merchants Bank, focusing on the banks’ websites and customer services. The thesis is based on interaction with the websites. A customer survey is conducted to provide a better overview of internet banking and service quality online.