JOURNAL OF BEIJING UNIVERSITY OF AERONAUTICS AND A ›› 2017, Vol. 30 ›› Issue (1): 102-107,114.DOI: 10.13766/j.bhsk.1008-2204.2015.0122

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Financial Service Quality Model Optimization and Empirical Study

ZHAO Zheng, YIN Bibo   

  1. 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


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

CLC Number: