基于自助服务技术的顾客参与量表的开发与检验

发布时间：2018-03-15 23:15

本文选题：自助服务技术　切入点：顾客参与量表　出处：《河北大学学报(哲学社会科学版)》2013年06期 　论文类型：期刊论文

【摘要】：在互联网飞速发展的信息时代,网上银行逐步成为各商业银行提高竞争力的焦点,网上银行具有极强的自助服务特点,其服务质量的提高需要顾客的积极参与,而自助服务技术下的顾客参与又不同于传统服务业,因此有必要进行量表的重新设定。在文献回顾的基础上,通过实证调研获取一手资料,并运用SPSS分析软件和AMOS结构方程模型对自助服务技术下的顾客参与量表进行开发和检验,构建了事前准备、合作行为和口碑传播3个维度。分析表明在3个维度中,口碑传播的影响较大,合作行为的差异性明显,事前准备的离散度较高,最后针对性地提出了相关建议。
[Abstract]:In the information age of the rapid development of the Internet, Internet banking has gradually become the focus of commercial banks to improve their competitiveness. Internet banking has a strong self-service characteristics, and the improvement of its service quality needs the active participation of customers. However, customer participation under self-service technology is different from traditional service industry, so it is necessary to re-set the scale. Using SPSS analysis software and AMOS structural equation model to develop and test the customer participation scale under self-service technology, and construct three dimensions of pre-preparation, cooperative behavior and word-of-mouth transmission. The analysis shows that there are three dimensions. The influence of word of mouth spread is great, the difference of cooperative behavior is obvious, and the dispersion of preparation is high. Finally, the relevant suggestions are put forward.
【作者单位】：天津财经大学商学院;天津外国语大学滨海外事学院;
【分类号】：F832.33

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