金融服务质量模型优化与实证研究

doi:10.13766/j.bhsk.1008-2204.2015.0122

北京航空航天大学学报（社会科学版） ›› 2017, Vol. 30 ›› Issue (1): 102-107,114.DOI: 10.13766/j.bhsk.1008-2204.2015.0122

金融服务质量模型优化与实证研究

赵征, 尹碧波

中国科学技术大学管理学院, 安徽合肥 230026

收稿日期:2015-03-05 出版日期:2017-01-25 发布日期:2017-01-16
作者简介:赵征(1970-),男,北京人,副教授,博士,研究方向为服务外包、基于Telework和e-work的组织管理创新.
基金资助:
“十二五”国家科技支撑计划（2014BAH27F02）

Financial Service Quality Model Optimization and Empirical Study

ZHAO Zheng, YIN Bibo

School of Management, University of Science and Technology of China, HeFei Anhui 230026, China

Received:2015-03-05 Online:2017-01-25 Published:2017-01-16

摘要/Abstract

摘要：

由于互联网的发展和金融体制的变革，金融服务质量的要素也发生了变化。通过文献回顾和前期访谈，对目前中国金融服务所面临的问题进行了调查，提出了金融服务质量的测评模型以探究企业顾客在评价金融服务上的影响因素，并建立了金融服务质量（FSQ）模型。通过实证分析，得出了该创新模型包含经济性、安全性、响应性、移情性、有形性、可靠性和共享性7个维度并且具有良好的信效度，可以有效地测量出企业顾客对金融服务的满意度。

关键词: 企业顾客, 金融服务质量(FSQ), 共享服务, 银行服务质量(BSQ), 优化模型

Abstract:

Due to the development of Internet and the reform of financial system, influencing factors of financial service quality have changed. On the basis of literature review and preliminary interviews, this paper investigates the problems which financial service is faced with in China. And the author puts forward the evaluation model of financial service quality to explore influencing factors of enterprise customers' comments on financial service and then builds the financial service quality model (FSQ). Through empirical analysis, this paper reaches the conclusion that this innovation model contains seven dimensions of economy, security, responsiveness, empathy, tangibility, reliability and sharing, and that it has favorable reliability and validity. Thus FSQ can effectively measure enterprise customers' satisfaction of financial service.

Key words: enterprise customer, Financial Service Quality (FSQ), shared services, Banking Service Quality (FSQ), optimization model

中图分类号:

F831.5

赵征, 尹碧波. 金融服务质量模型优化与实证研究[J]. 北京航空航天大学学报（社会科学版）, 2017, 30(1): 102-107,114.

ZHAO Zheng, YIN Bibo. Financial Service Quality Model Optimization and Empirical Study[J]. JOURNAL OF BEIJING UNIVERSITY OF AERONAUTICS AND A, 2017, 30(1): 102-107,114.

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金融服务质量模型优化与实证研究

Financial Service Quality Model Optimization and Empirical Study

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