CN117314228A

CN117314228A - Mobile phone banking service quality management method, device, equipment, medium and product

Info

Publication number: CN117314228A
Application number: CN202311196217.XA
Authority: CN
Inventors: 雷欣
Original assignee: Bank of China Ltd
Current assignee: Bank of China Ltd
Priority date: 2023-09-15
Filing date: 2023-09-15
Publication date: 2023-12-29

Abstract

The application relates to a mobile banking service quality management method, a device, equipment, a medium and a product, and relates to the field of mobile Internet, wherein the method comprises the following steps: obtaining service satisfaction quantitative data of a target mobile phone bank, determining function satisfaction values of a plurality of functions in the target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank at the current moment according to the service satisfaction quantitative data, determining a service management strategy according to the function satisfaction values of the functions and the user satisfaction values of the users, and performing service quality management on the target mobile phone bank by executing the service management strategy. By adopting the method, the service quality of the mobile phone bank can be improved.

Description

Mobile phone banking service quality management method, device, equipment, medium and product

Technical Field

The present application relates to the field of mobile internet, and in particular, to a method, an apparatus, a device, a medium, and a product for managing mobile banking service quality.

Background

With the development of mobile internet and smart phones, more and more client software used on smart phones is emerging.

By taking a mobile phone bank as an example, a mobile phone bank refers to a client of the bank taking a smart phone as a carrier. In the related art, in order to cope with the more severe service demands of users, the more and more functions that can be realized by mobile banking, so that users can log in the mobile banking according to own demands and use corresponding functions to complete business transaction of various functions.

However, the mobile banking in the related art has a problem of low quality of service.

Disclosure of Invention

Based on this, it is necessary to provide a method, a device, a medium and a product for managing the service quality of a mobile phone bank, so as to improve the service quality of the mobile phone bank.

In a first aspect, an embodiment of the present application provides a mobile banking service quality management method. The method comprises the following steps:

acquiring service satisfaction quantitative data of a target mobile phone bank;

according to the service satisfaction quantitative data, determining function satisfaction values of a plurality of functions in a target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank;

determining a service management strategy according to the function satisfaction value of each function and the user satisfaction value of each user;

and carrying out service quality management on the target mobile phone bank by executing the service management strategy.

In one embodiment, the service satisfaction quantitative data is input by a satisfaction data acquisition page of each user in a client of a target mobile phone bank; correspondingly, the obtaining the service satisfaction quantifying data of the target mobile phone bank includes:

and receiving service satisfaction quantitative data sent by the target mobile phone bank.

In one embodiment, the service satisfaction quantifying data includes service satisfaction quantifying data provided by each user for each function; according to the service satisfaction quantization data, determining the function satisfaction values of a plurality of functions in the target mobile phone bank and the user satisfaction values of a plurality of users using the target mobile phone bank, comprising:

according to the service satisfaction quantitative data, taking the average value of the service satisfaction quantitative data provided by all users under each function as a function satisfaction value of the corresponding function, and taking the average value of the satisfaction quantitative data of each user on all functions as a user satisfaction value of the corresponding user.

In one embodiment, determining a service management policy according to a function satisfaction value of each function and a user satisfaction value of each user includes:

for any function, if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold for a first preset duration, determining that the service management strategy is to send the function optimization instruction to the background so as to instruct the background to optimize the function;

For any user, if the user satisfaction value of the user is smaller than or equal to the user satisfaction threshold for a second preset duration, determining that the service management policy is to execute a user saving measure on the user, wherein the user saving measure is used for prompting the user to reuse the target mobile phone bank;

wherein, the function satisfaction threshold and the user satisfaction threshold are updated according to a preset frequency.

In one embodiment, the function satisfaction threshold update process comprises:

under the condition that the detection reaches the preset time, acquiring a historical function satisfaction value of each function in the target mobile phone bank in the historical time before the preset time;

according to the historical function satisfaction values of all functions in the target mobile phone bank in the historical time length, acquiring the average value of the historical function satisfaction value average values of all functions;

and determining the current updated function satisfaction threshold according to the average value of the historical function satisfaction value average values of the functions and a preset function weight coefficient.

In one embodiment, the user satisfaction threshold update process comprises:

under the condition that the preset time is detected, acquiring a historical user satisfaction value of each user in a target mobile phone bank in a historical time before the preset time;

According to the historical user satisfaction values of all users in the target mobile phone bank in the historical time length, acquiring the average value of the historical user satisfaction value average value of all functions;

and determining the current updated user satisfaction threshold according to the average value of the historical user satisfaction value average values of the functions and a preset user weight coefficient.

In one embodiment, the user performs user-sparing measures, including:

sending a virtual gift giving message to a communication number corresponding to the user through the 5G message; the virtual gift giving message includes a gift acquisition address to instruct the user to log in the target mobile phone bank to acquire the virtual gift.

In a second aspect, an embodiment of the present application further provides a mobile banking service quality management device, where the device includes:

the acquisition module is used for acquiring service satisfaction quantitative data of the target mobile phone bank;

the satisfaction value determining module is used for determining the function satisfaction values of a plurality of functions in the target mobile phone bank and the user satisfaction values of a plurality of users using the target mobile phone bank according to the service satisfaction quantitative data;

the strategy determining module is used for determining a service management strategy according to the function satisfaction degree value of each function and the user satisfaction degree value of each user;

And the quality management module is used for carrying out service quality management on the target mobile phone bank by executing the service management strategy.

In a third aspect, embodiments of the present application provide a computer device comprising a memory and a processor, the memory storing a computer program, the processor implementing the steps of the method provided by any of the embodiments of the first aspect described above when the computer program is executed.

In a fourth aspect, embodiments of the present application provide a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the steps of the method provided by any of the embodiments of the first aspect described above.

In a fifth aspect, embodiments of the present application also provide a computer program product comprising a computer program which, when executed by a processor, implements the steps of the method provided by any of the embodiments of the first aspect described above.

According to the mobile phone bank service quality management method, device, equipment, medium and product, service satisfaction quantitative data of a target mobile phone bank are obtained, function satisfaction values of a plurality of functions in the target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank are determined according to the service satisfaction quantitative data, a service management strategy is determined according to the function satisfaction values of the functions and the user satisfaction values of the users, and service quality management is conducted on the target mobile phone bank by executing the service management strategy. In the method, the service satisfaction quantitative data of the target mobile phone bank is a measurement data of service satisfaction, so that the function satisfaction value of each function and the user satisfaction value of each user in the target mobile phone bank are determined, and the function satisfaction value and the user satisfaction value can be more accurate. And the function satisfaction degree value of each function is determined, the user satisfaction degree value of each user is also determined, and the service quality of the target mobile phone bank is evaluated from the two aspects of functions and user feedback, so that the evaluation result of the service quality of the target mobile phone bank is more in line with the actual situation, and the service management strategy determined based on the function satisfaction degree value of each function and the user satisfaction degree value of each user is more matched with the current service quality management trend of the target mobile phone bank, so that after the service management strategy is executed, service management can be carried out on the functions and the users in a targeted manner, and the effect of effectively improving the service quality of the target mobile phone bank is achieved.

Drawings

FIG. 1 is an application environment diagram of a mobile banking quality of service management method in one embodiment;

FIG. 2 is a flow chart of a mobile banking quality of service management method in one embodiment;

FIG. 3 is a schematic diagram of a mobile banking client interface in one embodiment;

FIG. 4 is a flowchart of a mobile banking quality of service management method according to another embodiment;

FIG. 5 is a schematic diagram of a method of a function satisfaction threshold update process in one embodiment;

FIG. 6 is a method diagram of a user satisfaction threshold update process in one embodiment;

FIG. 7 is a flowchart of a mobile banking quality of service management method in another embodiment;

FIG. 8 is a flowchart of a mobile banking quality of service management method in another embodiment;

FIG. 9 is a block diagram of a mobile banking quality of service management device in one embodiment;

FIG. 10 is a diagram of the internal architecture of a computer device in one embodiment.

Detailed Description

Embodiments of the technical solutions of the present application will be described in detail below with reference to the accompanying drawings. The following examples are only for more clearly illustrating the technical solutions of the present application, and thus are only examples, and are not intended to limit the scope of protection of the present application.

Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs; the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application; the term "comprising" and any variations thereof in the description of the present application and claims and in the description of the figures above is intended to cover a non-exclusive inclusion.

Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment may be included in at least one embodiment of the present application. The appearances of such phrases in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. Those of skill in the art will explicitly and implicitly appreciate that the embodiments described herein may be combined with other embodiments.

As shown in fig. 1, an application environment diagram for providing mobile banking service quality management in an embodiment of the present application includes a server 10 and an intelligent terminal 20, where a client of a mobile banking is deployed on the intelligent terminal 20. The intelligent terminal 20 communicates with the server 10 through a network to realize data transmission between the mobile banking and the server. The server 10 may be implemented as a stand-alone server or as a server cluster composed of a plurality of servers. The intelligent terminal 20 may be, but not limited to, various personal computers, notebook computers, smart phones, tablet computers, internet of things devices, and portable wearable devices, and the internet of things devices may be smart speakers, smart televisions, smart air conditioners, smart car devices, etc. The portable wearable device may be a smart watch, smart bracelet, headset, or the like. The data storage system may store data that the server 10 needs to process. The data storage system may be integrated on the server 10 or may be located on a cloud or other network server.

It will be appreciated by those skilled in the art that the structure shown in fig. 1 is merely a block diagram of some of the structures associated with the embodiments of the present application and is not limiting of the computer device to which the embodiments of the present application may be applied, and that a particular computer device may include more or fewer components than shown, or may combine some of the components, or have a different arrangement of components.

The following describes a mobile banking service quality management method provided in the embodiment of the present application, and an execution subject is a server. In one embodiment, as shown in fig. 2, the mobile banking service quality management method provided in the embodiment of the present application includes the following steps:

s201, obtaining service satisfaction quantitative data of a target mobile phone bank.

In this embodiment of the present application, the target mobile phone bank generally refers to a client of any mobile phone bank, and typically, the client of the mobile phone bank may run on any intelligent terminal.

Therefore, the service satisfaction quantitative data of the target mobile banking represents quantitative data of whether the user is satisfied with the functional service of the client using the target mobile banking. The service satisfaction quantifying data may include scoring data of the overall usage experience of the client of the target mobile phone bank, and may also include scoring data of the usage experience of each function in the client of the target mobile phone bank.

The function in the client side of the target mobile phone bank represents the business operation and management function which can be handled or realized by the user in the mobile phone bank. For example, the functions of the mobile banking include account management, balance inquiry, transfer service, payment service, financial information, etc.

In practical application, for the server, the server can acquire the service satisfaction quantitative data of the target mobile phone bank according to a certain frequency. For example, the data may be obtained once in real time, or may be obtained once at fixed intervals, which is not limited in the embodiment of the present application. If the service satisfaction quantitative data is obtained at a fixed interval, the fixed interval can be set according to requirements, for example, the interval can be set to be 30min, 10min or 5 min. Of course, in order to ensure timeliness of collecting data, the fixed duration of the interval may be set as short as possible.

The server can directly read the service satisfaction quantitative data of the target mobile phone bank from the database, or can send a data acquisition instruction to an intelligent terminal operated by the target mobile phone bank and receive the service satisfaction quantitative data returned by the intelligent terminal based on the data acquisition instruction; it may also be service satisfaction quantifying data automatically generated from historical empirical data.

S202, according to the service satisfaction quantitative data, determining function satisfaction values of a plurality of functions in the target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank.

Based on the obtained service satisfaction quantitative data of the target mobile phone bank, the server needs to determine the function satisfaction value of each function in the target mobile phone bank and the user satisfaction value of each user corresponding to the target mobile phone bank.

The function satisfaction value represents a measure value of the user satisfaction degree of the function in the target mobile phone bank, wherein the higher the value is, the more satisfied the user is with the function, and the lower the value is, the less satisfied the user is with the function. The user satisfaction value is a satisfaction degree measurement value of the whole use feeling of a certain user of the account registered in the target mobile phone bank on the target mobile phone bank.

The manner in which the functional satisfaction value and the user satisfaction value are determined from the service satisfaction quantitative data may be implemented by pre-training a completed neural network model, for example. For example, a network neural network model may be constructed according to collected historical service satisfaction quantitative data, for example, the historical service satisfaction quantitative data is divided into a training set and a test set, the model is trained by the training set, the performance of the model is evaluated by the test set, after the training is completed, the service satisfaction quantitative data of the target mobile phone bank is input into the trained neural network model, and the function satisfaction value of each function and the user satisfaction value of each user in the target mobile phone bank are determined.

In another example, for a certain function, quantized data of the function may be collected from service satisfaction quantized data of a target mobile phone bank, and then, a function satisfaction level corresponding to the quantized data of the function is determined by combining corresponding relations between experience data and preset quantized data and satisfaction levels, and the function satisfaction level is determined as a function satisfaction value of the function. Similarly, for any user, collecting quantized data of all functions of the user from service satisfaction quantized data of a target mobile phone bank, and then determining user satisfaction levels corresponding to all the function quantized data of the user by combining corresponding relations between experience data and preset quantized data and the user satisfaction levels, and determining the user satisfaction levels as user satisfaction values of the user.

In addition, in order to make the calculated function satisfaction and user satisfaction more accurate, in one embodiment, before determining the function satisfaction of each function and the user satisfaction of each user, data cleaning may be performed on service satisfaction quantifying data of the target mobile banking.

Since the original data may be affected by various factors such as recording errors, missing values, abnormal values, etc. during the acquisition of the service satisfaction quantitative data, more impurity information exists in the acquired service satisfaction quantitative data. The goal of data cleansing is to eliminate these problems so that the collected service satisfaction quantified data can be better used for subsequent analysis and processing, and more accurately calculate functional satisfaction and user satisfaction.

Data cleansing is a way of preprocessing data, and may be by identifying, repairing and deleting errors, inconsistencies and incomplete parts in the data set to ensure data quality and accuracy.

The cleaning of the data may be to delete the data exceeding the preset quantization range, for example, if the quantization range in the preset service satisfaction quantization data is 1-5, if the quantization data is greater than 5 or less than 1, the data is considered to be abnormal quantization data, and then deletion, replacement or correction is required.

Alternatively, the data may be cleaned by filling in missing values. For example, some users do not provide service satisfaction quantifying data for a function, and these missing values need to be filled in when data analysis is performed.

Alternatively, the data may be cleaned by deleting the repeatedly recorded data. For example, when collecting service satisfaction quantized data of a target mobile phone bank, more repeated quantized data appears, that is, the same user provides quantized data for the same function multiple times, and then the repeated data needs to be deleted. The above are just some common data cleansing methods, and are not limited to these.

S203, determining a service management strategy according to the function satisfaction value of each function and the user satisfaction value of each user.

The service management policy represents a policy for managing each function service in the target mobile phone bank, and the service management policy can be used for improving the service quality of each function in the target mobile phone bank.

In practical application, various service management policies may be preset. For example, service management policies of different directions are set in combination with historical experience data or functional service targets of a target mobile phone bank. Or analyzing the processed data by utilizing a big data analysis technology, and adopting methods such as data mining, machine learning and the like to find out the relevance and the rule in the data and formulating a corresponding service management strategy according to the data analysis result. In addition, the historical experience data can be analyzed to formulate a corresponding service management strategy, and the collected historical data is analyzed to find out the trend of data change or the key index to formulate the service management strategy.

When setting a plurality of service management policies, a correspondence relationship may be set in combination with the function satisfaction value of each function and the user satisfaction value of each user, and the correspondence relationship may be stored. In the application process, the server can screen out the currently required service management strategy from the corresponding relation according to the calculated function satisfaction value of each function and the user satisfaction value of each user.

S204, the service management policy is executed to manage the service quality of the target mobile phone bank.

Based on the determined service management policy, the server performs service quality management on the target mobile phone bank by executing the service management policy. Wherein, the service management policy determined in the above steps may be more than one. If there are a plurality of service management policies, the server may execute the plurality of service management policies simultaneously or sequentially in a predetermined order.

The service quality refers to whether the service provided by the mobile phone bank meets the requirements, safety, reliability, response speed and other indexes of the user. Executing the service management policy may manage the service satisfaction provided by the target mobile banking, for example, the service quality management may be improved from both the perfection of the function of the target mobile banking and the saving of the user using the target mobile banking.

According to the mobile phone bank service quality management method, service satisfaction quantitative data of a target mobile phone bank are obtained, function satisfaction values of a plurality of functions in the target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank are determined according to the service satisfaction quantitative data, a service management strategy is determined according to the function satisfaction values of the functions and the user satisfaction values of the users, and service quality management is conducted on the target mobile phone bank by executing the service management strategy. In the method, the service satisfaction quantitative data of the target mobile phone bank is a measurement data of service satisfaction, so that the function satisfaction value of each function and the user satisfaction value of each user in the target mobile phone bank are determined, and the function satisfaction value and the user satisfaction value can be more accurate. And the function satisfaction degree value of each function is determined, the user satisfaction degree value of each user is also determined, and the service quality of the target mobile phone bank is evaluated from the two aspects of functions and user feedback, so that the evaluation result of the service quality of the target mobile phone bank is more in line with the actual situation, and the service management strategy determined based on the function satisfaction degree value of each function and the user satisfaction degree value of each user is more matched with the current service quality management trend of the target mobile phone bank, so that after the service management strategy is executed, service management can be carried out on the functions and the users in a targeted manner, and the effect of effectively improving the service quality of the target mobile phone bank is achieved.

As for the procedure of acquiring service satisfaction quantifying data of a target mobile banking mentioned in the foregoing embodiment, an embodiment of realizing the procedure thereof is provided below for explanation. In one embodiment, the service satisfaction quantitative data is input by a satisfaction data acquisition page of each user in a client of the target mobile phone bank; based on this, the process of obtaining the service satisfaction quantifying data of the target mobile banking in step S201 includes: and receiving service satisfaction quantitative data sent by the target mobile phone bank.

The satisfaction data acquisition page represents a page where a user can fill in satisfaction on a mobile banking application or web page. The user interface of the mobile phone bank client is provided with a satisfaction data acquisition page, for example, the satisfaction data acquisition page of each function can be automatically displayed after the function is used, the satisfaction data acquisition page can be independently arranged at a fixed position on a first page of the mobile phone bank user, and a satisfaction data acquisition window can be popped up in the process that the user uses the mobile phone bank user, so that the user is actively invited to provide service satisfaction quantification data for all the used functions, and the service satisfaction quantification data of the user for the target mobile phone bank can be collected.

Taking a satisfaction data acquisition page automatically showing each function after the use of the function is completed as an example, as shown in fig. 3, a schematic diagram of a client interface of a target mobile phone bank is illustrated, wherein 6 function examples are taken in the client interface, and other contents are not shown. When the user uses the client of the target mobile phone bank, the user enters the interface illustrated in fig. 3, clicks any function according to the own requirement, and after the function is completed, the client of the target mobile phone bank can jump to the satisfaction data acquisition page of the function. The satisfaction data acquisition page displays a satisfaction quantized data filling area, for example, the service satisfaction quantized data can adopt different quantized results of a score system setting user on service satisfaction: exemplified by 5 minutes, 1 minute at the lowest, 5 minutes at the highest, and so on.

The embodiment of the application does not limit the setting of the data acquisition page for specifically acquiring the service satisfaction quantized data satisfaction, and can be determined according to actual conditions.

And under the condition that the user fills in the service satisfaction quantifying data, the client of the target mobile phone bank sends the collected service satisfaction quantifying data to the server. For the server, the server can receive the service satisfaction quantifying data sent by the target mobile phone bank. Of course, the server may also send a quantized data acquisition request to the client of the target mobile phone bank according to the preset frequency, and the client of the target mobile phone bank sends the collected quantized data of service satisfaction to the server.

In the embodiment of the application, the service satisfaction quantization data of each user are collected through the satisfaction data collection page in the client side of the target mobile phone bank, and the server receives the service satisfaction quantization data sent by the target mobile phone bank. The method is convenient for collecting the functional evaluation of the user on the mobile banking through the satisfaction data collection page, and can quickly collect a large amount of data, so that the data can be displayed more intuitively. The collected data can reflect the evaluation of each user on each function so as to better know the requirements of the user on the functions of the mobile phone bank, thereby improving the service quality of the mobile phone bank.

In one embodiment, an embodiment is described for the above procedure of determining the function satisfaction values of a plurality of functions in a target mobile banking and the user satisfaction values of a plurality of users using the target mobile banking. As shown in fig. 4, this embodiment includes the steps of:

s401, taking the average value of the service satisfaction quantized data provided by all users under each function as the function satisfaction value of the corresponding function according to the service satisfaction quantized data.

In the embodiment of the present application, the service satisfaction quantitative data includes service satisfaction quantitative data provided by each user for each function.

The obtaining of the current service satisfaction quantitative data in the target mobile phone bank may be continuously collecting the current service satisfaction quantitative data of the target mobile phone bank for the preset times, and then taking the average value as the finally obtained service satisfaction quantitative data average value, so that accuracy of the obtained service satisfaction quantitative data is ensured.

For any function, for example, the satisfaction value may be calculated by: and acquiring service satisfaction quantized data of all users on the function from the acquired service satisfaction quantized data, and then calculating an average value of the service satisfaction quantized data, wherein the average value is taken as a satisfaction value of the function.

For example, taking n number of all users as an example, the quantized data provided by n users under a certain function in the service satisfaction quantized data are M1, M2, and Mn, then the function satisfaction value of the function= (m1+m2+ + Mn)/n.

In practical applications, the server calculates the satisfaction value of each function, which may be performed in real time, for example, the calculation of the function satisfaction average value may be performed once an hour.

S402, taking the average value of satisfaction quantized data of each user on all functions as a user satisfaction value of the corresponding user.

For each user, the satisfaction value may be calculated by: an average of the service satisfaction quantifying data is calculated, and the average is taken as a satisfaction value of the user.

For example, taking the number of functions used by a certain user as t as an example, the quantized data provided by the user for t functions in the service satisfaction quantized data are M1, M2,..and Mt, and then the user satisfaction value of the user= (m1+m2+.+ Mt)/t.

In practical applications, the server calculates the satisfaction value of each user, which may be performed in real time, for example, the calculation of the user satisfaction mean may be performed once an hour.

In the embodiment of the application, the function satisfaction values of a plurality of functions in a target mobile phone bank and the user satisfaction values of a plurality of users using the target mobile phone bank are determined through the service satisfaction quantization data, the average value of the service satisfaction quantization data provided by all users under each function is used as the function satisfaction value of the corresponding function according to the service satisfaction quantization data, and the average value of the satisfaction quantization data of all functions of each user is used as the user satisfaction value of the corresponding user. The method uses the average value of the service satisfaction quantitative data as the corresponding satisfaction value, can reasonably evaluate the satisfaction of the user and the function, and prevents the subjective influence of the user so as to better evaluate the function needing to be optimized and the saved user.

In one embodiment, the determining the service management policy according to the function satisfaction value of each function and the user satisfaction value of each user includes: for any one of the functions, if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold for a first preset duration, determining that the service management strategy is to send the function optimization instruction to the background so as to instruct the background to optimize the function. For any user, if the user satisfaction value is smaller than or equal to the user satisfaction threshold for a second preset duration, determining that the service management policy is to execute a user saving measure on the user, wherein the user saving measure is used for prompting the user to reuse the target mobile phone bank; wherein, the function satisfaction threshold and the user satisfaction threshold are updated according to a preset frequency.

And judging whether the satisfaction value meets a preset threshold value condition or not based on the obtained function satisfaction value of each current function of the target mobile phone bank and the user satisfaction value of each user. The threshold condition is a preset critical condition indicating low satisfaction, where the threshold condition may be a range of values, a critical value, etc., and the embodiment of the present application is not limited.

Specifically, the server may determine, at a fixed point in time, a satisfaction threshold value of each function according to a function satisfaction value of each function within a preset time period in the past. The calculation of the function satisfaction threshold may be that, at a fixed time point, for example, 0 point per day, according to the function satisfaction values of each function in the past 24 hours, the satisfaction average value of each function is obtained, then the satisfaction average value of each function is averaged, the final average value is converted according to a preset coefficient, and the converted value is the calculated function satisfaction threshold.

The server optimizes each function based on the calculated satisfaction value and the function satisfaction threshold value of each function. Specifically, for any one function, the server calculates the satisfaction of that function in real time, compares the satisfaction with the latest function satisfaction threshold, and confirms the magnitude relation between the two. The function satisfaction threshold is updated at a fixed time point, so that the server needs to adopt the latest function satisfaction threshold when comparing the satisfaction values of various functions so as to ensure the accuracy of the comparison result.

The server divides the users to obtain satisfaction values of each user. For a certain user, the satisfaction degree value can be calculated by the following steps: and obtaining service satisfaction quantitative data of the user for all functions in the mobile banking client, calculating an average value of the service satisfaction quantitative data, and taking the average value as a satisfaction value of the user.

Specifically, the server may determine the user satisfaction threshold at a fixed point in time according to the user satisfaction value of each user within the past preset time period. Wherein the calculation of the user satisfaction threshold may be at a fixed point in time. For example, at 0 point of each day, according to the user satisfaction value of each user in the past 24 hours, the satisfaction average value of each user is obtained, then the satisfaction average value of each user is averaged again, the final average value is obtained and converted according to the preset coefficient, and the converted value is the user satisfaction threshold value after calculation.

Wherein the preset frequency of the threshold value update is selected according to the actual situation, for example, the 24-hour satisfaction threshold value is updated once. This is not limited thereto. By updating the thresholds regularly, abnormal conditions of the function satisfaction degree and the user satisfaction degree are identified more accurately, and corresponding service management strategies are adopted timely.

It can be appreciated that one or both of the above two service management policies may be executed, which may be determined according to the actual situation.

In the embodiment of the application, the service management policy is determined according to the function satisfaction value of each function and the user satisfaction value of each user, wherein the service management policy comprises the following two policies, and for any one function, if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold value for a first preset duration, the service management policy is determined to send the function optimization instruction to the background so as to instruct the background to optimize the function. For any user, if the user satisfaction value is less than or equal to the user satisfaction threshold for a second preset duration, determining that the service management policy is to perform a user withholding measure for the user. The method sets the function satisfaction threshold and the user satisfaction threshold as standards for measuring satisfaction, and the thresholds can be set according to historical data information and data analysis results, so that the setting of the function satisfaction threshold and the user satisfaction threshold is more accurate. By the embodiment, the function satisfaction value and the user satisfaction value are compared with the corresponding set threshold values to determine whether the execution of the service management strategy is needed, so that the corresponding service management strategy is executed only when the set threshold values are met, the probability of executing the service management strategy under the condition that the service quality is not required to be improved is reduced, the risk of wasting resources is reduced, and the resource utilization rate is improved.

The update process of the function satisfaction threshold and the user satisfaction threshold is described below.

In one embodiment, as shown in fig. 5, the above-mentioned function satisfaction threshold updating process includes:

s501, under the condition that the detection reaches the preset time, acquiring a historical function satisfaction value of each function in the target mobile phone bank in a historical time before the preset time.

The preset time refers to a set time point for updating the function satisfaction threshold. It may be a fixed time of day, for example, 0 point per day, without limitation.

The historical time period represents a time period before the preset time point is the starting point, for example, the preset time point is 0 point of each day, and then the historical time period can be 24 hours before the 0 point.

Naturally, the historical function satisfaction value represents the function satisfaction data of each function in the target mobile phone bank in the time period corresponding to the historical time length.

S502, obtaining the average value of the average values of the historical function satisfaction values of the functions according to the historical function satisfaction values of the functions in the target mobile phone bank in the historical time.

And summing the historical function satisfaction value average values of all the functions, and dividing the sum by the total number of the functions to obtain the average value of the final historical function satisfaction value average value. This average represents the average satisfaction level of all functions of the target mobile banking over the historical duration.

S503, determining the current updated function satisfaction threshold according to the average value of the historical function satisfaction value average values of the functions and the preset function weight coefficient.

A functional weight coefficient may be preset, and the calculation of the functional satisfaction threshold may set a weight coefficient for measuring the importance level of functional perfection. For example, the function satisfaction threshold weight coefficient may be 0.8, which is not limited.

After determining the average value of the historical function satisfaction values of the functions and the function weight coefficient, taking the product between the average value of the historical function satisfaction values of the functions and the function weight coefficient as the updated function satisfaction threshold value.

It will be appreciated that, assuming that the preset time is 0 point per day, the function satisfaction threshold value of 0 point per day is updated once, and when comparing the function satisfaction value of each function calculated at a certain time with the function satisfaction threshold value, the function satisfaction threshold value updated at the 0 point of the day at the time is adopted. Naturally, for a function, in determining whether its function satisfaction value is continuously smaller than or equal to the function satisfaction threshold, if two adjacent moments are in two adjacent days, the function satisfaction thresholds of the function at the two moments are different, and each function satisfaction threshold updated by 0 point of the day where each function is located is adopted.

In the embodiment of the application, under the condition that the preset time is detected, the historical function satisfaction value of each function in the target mobile phone bank in the historical time before the preset time is obtained, the average value of the average values of the historical function satisfaction values of each function is obtained according to the historical function satisfaction value of each function in the target mobile phone bank in the historical time, and the current updated function satisfaction threshold value is determined according to the average value of the historical function satisfaction value average values of each function and the preset function weight coefficient. According to the method, the function satisfaction degree can be known more accurately through the comprehensive history function satisfaction degree data, so that a reasonable satisfaction degree threshold value is set, a more effective service management strategy is formulated, and the function satisfaction degree threshold value is determined by adopting the average value of the history function satisfaction degree value average values of all functions and the preset user weight coefficient.

In one embodiment, as shown in FIG. 6, the user satisfaction threshold update process includes:

s601, under the condition that the detection reaches the preset time, acquiring a historical user satisfaction value of each user in a target mobile phone bank in a historical time before the preset time;

And determining a preset time, wherein the preset time is a set time point for updating the user satisfaction threshold. It may be a fixed time of day, for example, 0 point per day, without limitation.

Naturally, the historical user satisfaction value represents user satisfaction data of each user in the target mobile phone bank in a time period corresponding to the historical time length.

S602, acquiring the average value of the average values of the historical user satisfaction values of all the functions according to the historical user satisfaction values of all the users in the target mobile phone bank in the historical time period;

for each user, summing up the historical user satisfaction values of the users, and dividing the historical user satisfaction values by the number of days or hours of the historical time length to obtain the average value of the historical user satisfaction values of the users. This average represents the average satisfaction level of the user over the historical time period.

S603, determining a current updated user satisfaction threshold according to the average value of the historical user satisfaction value average values of the functions and a preset user weight coefficient.

A user weight coefficient can be preset, and the calculation of the user satisfaction threshold can be set to a weight coefficient, wherein the weight coefficient is used for measuring the importance degree of the user quantity of the target mobile phone bank. For example, the user satisfaction threshold weight coefficient may be 0.6, which is not limited.

Also, after determining the average of the historical user satisfaction values of each user and the user weight coefficient, the product between the average of the historical user satisfaction values of each user and the user weight coefficient is used as the updated user satisfaction threshold.

It will be appreciated that, assuming that the preset time is 0 point per day, the user satisfaction threshold is updated once at 0 point per day, and when comparing the user satisfaction value of each user calculated at a certain time with the user satisfaction threshold, the user satisfaction threshold updated at 0 point on the day of the time is adopted. Naturally, for a certain user, in determining whether the user satisfaction value is continuously smaller than or equal to the user satisfaction threshold, if two adjacent moments are in two adjacent days, the user satisfaction thresholds of the user at the two moments are different, and the user satisfaction thresholds updated by 0 points of the respective days are adopted.

In the embodiment of the application, under the condition that the preset time is detected, the historical user satisfaction value of each user in the target mobile phone bank in the historical time before the preset time is obtained, the average value of the average values of the historical user satisfaction values of each function is obtained according to the historical user satisfaction value of each user in the target mobile phone bank in the historical time, and the current updated user satisfaction threshold value is determined according to the average value of the average values of the historical user satisfaction values of each function and the preset user weight coefficient. According to the method, the satisfaction degree of each user on the whole function can be known more accurately through the comprehensive historical user satisfaction degree data, so that a reasonable user satisfaction degree threshold value is set, a more effective service management strategy is formulated, the user satisfaction degree threshold value is determined by adopting the average value of the historical user satisfaction degree value average values of the functions and the preset user weight coefficient, and compared with the single user satisfaction degree average value, the situation of the whole function can be reflected more, and therefore the threshold value is more reasonable.

In one embodiment, the performing the user saving measure on the user includes:

And sending the virtual gift giving message to the communication number corresponding to the user through the 5G message. The virtual gift giving message contains the gift acquisition address, so that the user can get the preferential without logging in the mobile phone bank, but the preferential can only be used in the mobile phone bank. And meanwhile, the user satisfaction degree low value is cleared, so that the user satisfaction degree threshold value can be reset, and the influence on the user satisfaction degree caused by the data before the user is saved is eliminated. This allows the collection of satisfaction data to be restarted, thereby more accurately reflecting feedback after user rescue is performed.

The 5G message can be directly sent to a short message window of the user terminal according to the communication number of the user, and the virtual gift giving message can be received even if the user terminal does not download the client of the target mobile phone bank at the moment. However, if the user needs to use the virtual gift, the target mobile banking needs to be downloaded again, so that the user can save.

In the embodiment of the application, the virtual gift-giving message is sent to the communication number corresponding to the user through the 5G message and used for saving the client. The method arouses the interest of the user through the motivating measure, so that the user is motivated to experience the functions and services of the mobile phone bank again, and the mobile phone bank can improve the service quality of the mobile phone bank in a mode of saving the user.

As shown in fig. 7, in an embodiment, the embodiment of the present application further provides a mobile banking service quality method, which includes:

s701, receiving service satisfaction quantization data sent by a target mobile phone bank.

The service satisfaction quantitative data are input into a satisfaction data acquisition page of each user in a client of the target mobile phone bank.

S702, taking the average value of the service satisfaction quantized data provided by all users under each function as the function satisfaction value of the corresponding function according to the service satisfaction quantized data.

S703, under the condition that the detection reaches the preset time, acquiring the historical function satisfaction value of each function in the target mobile phone bank in the historical time before the preset time.

S704, acquiring the average value of the average values of the historical function satisfaction values of the functions according to the historical function satisfaction values of the functions in the target mobile phone bank in the historical time.

S705, determining the current updated function satisfaction threshold according to the average value of the historical function satisfaction value average values of the functions and the preset function weight coefficient.

S706, for any function, if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold for a first preset duration, determining that the service management policy is to send the function optimization instruction to the background, so as to instruct the background to optimize the function.

As shown in fig. 8, in an embodiment, another method for mobile banking service quality is further provided in an embodiment of the present application, which includes:

s801, service satisfaction quantization data sent by a target mobile phone bank is received.

S802, taking the average value of the satisfaction quantized data of each user on all functions as the user satisfaction value of the corresponding user according to the service satisfaction quantized data.

S803, under the condition that the detection reaches the preset time, acquiring the historical user satisfaction value of each user in the target mobile phone bank in the historical time before the preset time.

S804, obtaining the average value of the average values of the historical user satisfaction values of the functions according to the historical user satisfaction values of the users in the target mobile phone bank in the historical time.

S805, determining a current updated user satisfaction threshold according to the average value of the historical user satisfaction value average values of the functions and the preset user weight coefficient.

S806, for any user, if the user satisfaction value of the user is less than or equal to the user satisfaction threshold for the second preset duration, determining that the service management policy is to execute the user saving measure for the user.

The user saving measures are used for prompting the user to reuse the target mobile phone bank.

S807, a virtual gift-giving message is sent to the communication number corresponding to the user through the 5G message.

The virtual gift giving message comprises a gift acquisition address to instruct a user to log in a target mobile phone bank to acquire a virtual gift.

The implementation principle and process of the technical solution in this embodiment are similar to those of the technical solution described in the above method, so the specific limitation thereof may be referred to the limitation of the mobile banking service quality management method hereinabove, and will not be repeated herein.

It should be understood that, although the steps in the flowcharts related to the embodiments described above are sequentially shown as indicated by arrows, these steps are not necessarily sequentially performed in the order indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least some of the steps in the flowcharts described in the above embodiments may include a plurality of steps or a plurality of stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of the steps or stages is not necessarily performed sequentially, but may be performed alternately or alternately with at least some of the other steps or stages.

In one embodiment, the scoring collection module may collect service satisfaction quantitative data, the function satisfaction calculation module cleans the function satisfaction quantitative data, calculates a function satisfaction value and a function satisfaction threshold, and if a certain function satisfaction value is lower than the function satisfaction threshold and the duration exceeds 4 hours, sends a message for suggesting to optimize the function to the maintenance background at the function optimization notification module. The function feedback optimization module optimizes the function of the device. And meanwhile, the user satisfaction calculating module cleans the user satisfaction quantitative data, calculates a user satisfaction value and a user satisfaction threshold, and if a certain user satisfaction value is lower than the user satisfaction threshold and the duration exceeds 24 hours, the 5G message sending module sends a 5G message to the user, gives a coupon/credit card point and sends a notification to a client manager for user maintenance.

Based on the same inventive concept, the embodiment of the application also provides a mobile phone banking service quality management device for realizing the mobile phone banking service quality management method. The implementation scheme of the device for solving the problem is similar to that described in the above method, so the specific limitation in the embodiments of one or more mobile banking service quality management devices provided below may refer to the limitation of the mobile banking service quality management method hereinabove, and will not be repeated herein.

In one embodiment, as shown in fig. 9, there is provided a mobile banking service quality management apparatus, including: an acquisition module 901, a satisfaction value determination module 902, a policy determination module 903, and a quality management module 904, wherein:

an acquisition module 901, configured to acquire service satisfaction quantitative data of a target mobile phone bank;

a satisfaction value determining module 902, configured to determine, according to the service satisfaction quantization data, a function satisfaction value of a plurality of functions in the target mobile phone bank and a user satisfaction value of a plurality of users using the target mobile phone bank;

a policy determining module 903, configured to determine a service management policy according to the function satisfaction value of each function and the user satisfaction value of each user;

the quality management module 904 is configured to perform service quality management on the target mobile phone bank by executing a service management policy.

In one embodiment, the service satisfaction quantitative data is input for a satisfaction data acquisition page of each user in a client of a target mobile phone bank; the acquisition module 901 includes a receiving unit;

and the receiving unit is used for receiving the service satisfaction degree quantized data sent by the target mobile phone bank.

In one embodiment, the satisfaction value determination module 902 includes:

And the function satisfaction value determining unit is used for taking the average value of the service satisfaction quantized data provided by all users under each function as the function satisfaction value of the corresponding function according to the service satisfaction quantized data.

And the user satisfaction value determining unit is used for taking the average value of the satisfaction quantization data of each user on all functions as the user satisfaction value of the corresponding user according to the service satisfaction quantization data.

In one embodiment, the policy determination module 903 includes:

and the function optimization strategy determining unit is used for determining that the service management strategy is to send the function optimization instruction to the background so as to instruct the background to optimize the function if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold value for a first preset duration for any function.

The user saving strategy determining unit is used for determining that the service management strategy is to execute user saving measures for the user if the user satisfaction degree value of the user is smaller than or equal to the user satisfaction degree threshold value for a second preset duration for any user, and the user saving measures are used for prompting the user to reuse the target mobile phone bank;

in one embodiment, the function satisfaction threshold and the user satisfaction threshold are both updated at a preset frequency.

In one embodiment, the mobile banking service quality management device further includes:

the history function satisfaction acquisition module is used for acquiring the history function satisfaction value of each function in the target mobile phone bank in the history duration before the preset moment under the condition that the detection reaches the preset moment;

the function average value processing module is used for acquiring an average value of the historical function satisfaction value average values of all the functions according to the historical function satisfaction values of all the functions in the target mobile phone bank in the historical time length;

and the function satisfaction degree threshold updating module is used for determining the current updated function satisfaction degree threshold according to the average value of the historical function satisfaction degree value average values of the functions and a preset function weight coefficient.

the historical user satisfaction obtaining module is used for obtaining historical user satisfaction values of all users in the target mobile phone bank in the historical time before the preset time under the condition that the preset time is detected;

the user average value processing module is used for acquiring the average value of the historical user satisfaction value average values of all functions according to the historical user satisfaction values of all users in the target mobile phone bank in the historical time length;

And the user satisfaction degree threshold updating module is used for determining the current updated user satisfaction degree threshold according to the average value of the historical user satisfaction degree value average values of the functions and the preset user weight coefficient.

In one embodiment, the user saving policy determining unit includes:

a 5G message sending subunit, configured to send a virtual gift giving message to a communication number corresponding to the user through the 5G message; the virtual gift giving message includes a gift acquisition address to instruct the user to log in the target mobile phone bank to acquire the virtual gift.

The modules in the mobile banking service quality device can be realized in whole or in part by software, hardware and a combination thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.

In one embodiment, a computer device is provided, which may be a server, and the internal structure of which may be as shown in fig. 10. The computer device includes a processor, a memory, an Input/Output interface (I/O) and a communication interface. The processor, the memory and the input/output interface are connected through a system bus, and the communication interface is connected to the system bus through the input/output interface. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer device is for storing service satisfaction quantifying data. The input/output interface of the computer device is used to exchange information between the processor and the external device. The communication interface of the computer device is used for communicating with an external terminal through a network connection. The computer program when executed by the processor is used for realizing a mobile banking service quality management method.

It will be appreciated by those skilled in the art that the structure shown in fig. 10 is merely a block diagram of some of the structures associated with the present application and is not limiting of the computer device to which the present application may be applied, and that a particular computer device may include more or fewer components than shown, or may combine certain components, or have a different arrangement of components.

In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having stored therein a computer program, the processor implementing the steps of the method embodiments described above when the computer program is executed.

The computer device provided in the foregoing embodiments has similar implementation principles and technical effects to those of the foregoing method embodiments, and will not be described herein in detail.

In one embodiment, a computer readable storage medium is provided, on which a computer program is stored, which when executed by a processor, implements the technical solution in mobile banking quality management provided in any of the above embodiments.

The foregoing embodiment provides a computer readable storage medium, which has similar principles and technical effects to those of the foregoing method embodiment, and will not be described herein.

In one embodiment, a computer program product is provided, including a computer program, which when executed by a processor implements the technical solution in mobile banking quality of service management provided in any one of the embodiments above.

The foregoing embodiment provides a computer program product, which has similar principles and technical effects to those of the foregoing method embodiment, and will not be described herein.

Those skilled in the art will appreciate that implementing all or part of the above described methods may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed, may comprise the steps of the embodiments of the methods described above. Any reference to memory, database, or other medium used in the various embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical Memory, high density embedded nonvolatile Memory, resistive random access Memory (ReRAM), magnetic random access Memory (Magnetoresistive Random Access Memory, MRAM), ferroelectric Memory (Ferroelectric Random Access Memory, FRAM), phase change Memory (Phase Change Memory, PCM), graphene Memory, and the like. Volatile memory can include random access memory (Random Access Memory, RAM) or external cache memory, and the like. By way of illustration, and not limitation, RAM can be in the form of a variety of forms, such as static random access memory (Static Random Access Memory, SRAM) or dynamic random access memory (Dynamic Random Access Memory, DRAM), and the like. The databases referred to in the various embodiments provided herein may include at least one of relational databases and non-relational databases. The non-relational database may include, but is not limited to, a blockchain-based distributed database, and the like. The processors referred to in the embodiments provided herein may be general purpose processors, central processing units, graphics processors, digital signal processors, programmable logic units, quantum computing-based data processing logic units, etc., without being limited thereto.

The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.

The above examples only represent a few embodiments of the present application, which are described in more detail and are not to be construed as limiting the scope of the present application. It should be noted that it would be apparent to those skilled in the art that various modifications and improvements could be made without departing from the spirit of the present application, which would fall within the scope of the embodiments of the present application. Accordingly, the scope of embodiments of the present application shall be determined by the appended claims.

Claims

1. The mobile banking service quality management method is characterized by comprising the following steps:

acquiring service satisfaction quantitative data of a target mobile phone bank;

according to the service satisfaction quantitative data, determining function satisfaction values of a plurality of functions in the target mobile phone bank and user satisfaction values of a plurality of users using the target mobile phone bank;

2. The method of claim 1, wherein the service satisfaction quantifying data is entered for each of the user's satisfaction data collection pages in the target cell phone bank's clients; correspondingly, the obtaining the service satisfaction quantitative data of the target mobile phone bank comprises the following steps:

and receiving the service satisfaction degree quantized data sent by the target mobile phone bank.

3. The method according to claim 1 or 2, wherein the service satisfaction quantifying data includes service satisfaction quantifying data provided by each of the users for each function; the determining, according to the service satisfaction quantization data, a function satisfaction value of a plurality of functions in the target mobile phone bank and a user satisfaction value of a plurality of users using the target mobile phone bank includes:

and taking the average value of the service satisfaction quantized data provided by all users under each function as a function satisfaction value of the corresponding function according to the service satisfaction quantized data, and taking the average value of the satisfaction quantized data of each user on all the functions as a user satisfaction value of the corresponding user.

4. The method according to claim 1 or 2, wherein said determining a service management policy based on the function satisfaction value of each of the functions and the user satisfaction value of each of the users comprises:

for any one of the functions, if the function satisfaction value of the function is smaller than or equal to the function satisfaction threshold for a first preset duration, determining that the service management strategy is to send the function optimization instruction to the background so as to instruct the background to optimize the function;

5. The method of claim 4, wherein the function satisfaction threshold update procedure comprises:

under the condition that the preset time is detected, acquiring a historical function satisfaction value of each function in the target mobile phone bank in a historical time before the preset time;

According to the historical function satisfaction values of all functions in the target mobile phone bank in the historical time length, acquiring the average value of the historical function satisfaction value average values of all the functions;

6. The method of claim 4, wherein the user satisfaction threshold update process comprises:

under the condition that the preset time is detected, acquiring a historical user satisfaction value of each user in the target mobile phone bank in a historical time before the preset time;

according to the historical user satisfaction values of all users in the target mobile phone bank in the historical time length, acquiring the average value of the historical user satisfaction value average value of all the functions;

and determining a current updated user satisfaction threshold according to the average value of the historical user satisfaction value average values of the functions and a preset user weight coefficient.

7. The method of claim 4, wherein the performing a user-saving measure on the user comprises:

sending a virtual gift giving message to a communication number corresponding to the user through a 5G message; the virtual gift giving message includes a gift acquisition address to instruct the user to log in the target mobile phone bank to acquire the virtual gift.

8. A mobile banking quality of service management apparatus, the apparatus comprising:

the acquisition module is used for acquiring the service satisfaction degree quantitative data of the target mobile phone bank;

the policy determining module is used for determining a service management policy according to the function satisfaction degree value of each function and the user satisfaction degree value of each user;

and the quality management module is used for carrying out service quality management on the target mobile phone bank by executing a service management strategy.

9. A computer device comprising a memory and a processor, the memory storing a computer program, the processor implementing the steps in the mobile banking quality of service management method of any of claims 1 to 7 when the computer program is executed.

10. A computer readable storage medium having stored thereon a computer program, characterized in that the computer program when executed by a processor implements the steps of the mobile banking quality of service management method of any one of claims 1 to 7.

11. A computer program product comprising a computer program, characterized in that the computer program when executed by a processor implements the steps in the mobile banking quality of service management method of any one of claims 1 to 7.