A research on the Evaluation of China’s Listed Commercial Banks’ Innovation in Service

  •  Yingfen Zhou    
  •  Ming Xu    


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.


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