互联网金融视角下商业银行个人客户满意度研究
发布时间：2018-08-07 09:28
【摘要】：互联网金融的兴起对银行业产生了全方位的冲击,其中对商业银行个人客户的影响是一个重要方面,互联网金融平台不仅具有参与的广泛性,而且参与人数正在进一步的扩展,他们的需求从某种程度上代表了未来银行产品与服务的发展方向,因此对这部分客户群体满意度的研究显得尤为必要。本文在对国内外学者关于互联网金融、客户满意度理论以及QFD模型在各行各业的实证研究进行分析和总结,并通过对互联网金融的参与者(指支付宝、财付通、P2P等平台使用者)在商业个人银行客户产品与服务方面的体验进行问卷调查搜集客户满意度的资料,结合SERVQUAL量表的评价方法以及其它经典的客户满意度模型,构建互联网金融视角下商业银行个人客户满意度评价指标体系,通过分析不同权重计算方法的优缺点,选择了最适合本文研究的权重确定方法来计算个人客户满意度相关指标的权重,并通过描述性统计、信度和效度分析等对问卷调查客户的基本特征、问卷调查的内容以及指标的合理性进行检验与分析,最后构建QFD模型并从中挖掘出互联网金融视角下客户满意度的因素,通过所建模型计算所选择工商银行的客户满意度。通过分析不同客户群体满意度,我们发现互联网金融视角下长沙市工商银行个人客户满意度处于较低水平,并且呈现出这样的特点：收入层次较高的客户群体对商业银行满意度低于收入层次较低的客户群体,年龄较小区间的客户群体对商业银行满意度低于年龄较大群体的客户群体,学历较高的群体对商业银行满意度低于学历层次较低的群体。通过对不同群体客户满意度的研究与分析,构建银行产品与服务技术措施质量屋。
[Abstract]:The rise of Internet finance has a full impact on the banking industry. The impact on the individual customers of commercial banks is an important aspect. The Internet financial platform not only has a wide range of participation, but also the number of participants is further expanding. Their needs represent the future of the banking products and services to some extent. Therefore, it is particularly necessary to study the satisfaction of this part of the customer group. This paper analyzes and summarizes the domestic and foreign scholars' research on Internet finance, customer satisfaction theory and QFD model in all walks of life, and through the users of Internet Finance (such as Alipay, Cai, P2P and other platforms) A questionnaire survey on customer satisfaction of customer products and services in commercial banks is conducted to collect information on customer satisfaction, and to construct an index system for evaluating the customer satisfaction of commercial banks under the Internet financial perspective by using the evaluation method of SERVQUAL scale and other classic customer satisfaction models. The merits and demerits of the method are chosen to calculate the weight of the individual customer satisfaction index, which is most suitable for this study, and through descriptive statistics, reliability and validity analysis, the basic characteristics of the customer are investigated by the questionnaire, the content of the questionnaire and the rationality of the index are tested and analyzed. Finally, the QFD model is constructed. In this paper, we excavate the factors of customer satisfaction under the perspective of Internet finance, and calculate the customer satisfaction of ICBC through the model built. By analyzing the satisfaction of different customer groups, we find that the personal customer satisfaction of Changsha industrial and commercial bank is at a low level in the perspective of Internet finance, and presents such characteristics. The higher level of customer group to the commercial bank is lower than the lower level of the income level of the customer group, the age of the customer group is lower than the older group, the higher the degree of satisfaction is lower than the lower level. Research and analysis of satisfaction, build a quality house for banking products and services technology measures.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F724.6;F832.33
本文编号：2169594
[Abstract]:The rise of Internet finance has a full impact on the banking industry. The impact on the individual customers of commercial banks is an important aspect. The Internet financial platform not only has a wide range of participation, but also the number of participants is further expanding. Their needs represent the future of the banking products and services to some extent. Therefore, it is particularly necessary to study the satisfaction of this part of the customer group. This paper analyzes and summarizes the domestic and foreign scholars' research on Internet finance, customer satisfaction theory and QFD model in all walks of life, and through the users of Internet Finance (such as Alipay, Cai, P2P and other platforms) A questionnaire survey on customer satisfaction of customer products and services in commercial banks is conducted to collect information on customer satisfaction, and to construct an index system for evaluating the customer satisfaction of commercial banks under the Internet financial perspective by using the evaluation method of SERVQUAL scale and other classic customer satisfaction models. The merits and demerits of the method are chosen to calculate the weight of the individual customer satisfaction index, which is most suitable for this study, and through descriptive statistics, reliability and validity analysis, the basic characteristics of the customer are investigated by the questionnaire, the content of the questionnaire and the rationality of the index are tested and analyzed. Finally, the QFD model is constructed. In this paper, we excavate the factors of customer satisfaction under the perspective of Internet finance, and calculate the customer satisfaction of ICBC through the model built. By analyzing the satisfaction of different customer groups, we find that the personal customer satisfaction of Changsha industrial and commercial bank is at a low level in the perspective of Internet finance, and presents such characteristics. The higher level of customer group to the commercial bank is lower than the lower level of the income level of the customer group, the age of the customer group is lower than the older group, the higher the degree of satisfaction is lower than the lower level. Research and analysis of satisfaction, build a quality house for banking products and services technology measures.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F724.6;F832.33
【参考文献】
相关期刊论文 前2条
1 袁博;李永刚;张逸龙;;互联网金融发展对中国商业银行的影响及对策分析[J];金融理论与实践;2013年12期
2 李鹏;;服务质量评价SERVQUAL模型比较及其修正[J];统计与决策;2007年21期
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