P2P模式网络借贷顾客满意度实证分析

发布时间：2019-03-07 11:19

【摘要】：我国P2P模式网络借贷平台业务在部分人手上有了一定的闲置资金，传统银行不能够满足中小企业的融资需求，个人消费以及投资的需求，随着计算机应用的普及现代信息科技的迅猛发展情况下应运而生。我国的网络借贷平台正处在爆棚式的发展和高度竞争的环境下，要想获得更高收益并占有更多的市场份额，网络借贷平台不仅仅要为出借人与借款人或者中小企业提供更多的信息服务和投资安全保障，更要从根本上提高平台的核心服务竞争力，即提高顾客满意度。影响网络借贷平台满意度的因素是多方面的，，通过对这些因素进行研究，不仅能增加网络借贷用户的数量，降低中小企业的融资成本，同时也为网络借贷平台为客户加强金融服务提供理论方向。本文对国内外顾客满意度文献的阅读和研究，并且对国内外关于P2P模式网络借贷研究进行分析总结，构建了目前我国的P2P网络借贷顾客满意度模型。数据的收集主要是通过借鉴国外成熟满意度量表，结合我国目前P2P网络借贷平台的特征，设计调查问卷，并向特定的有过网络借贷的人群发放问卷调查链接。本文采用结构方程模型对顾客满意度进行研究，运行AMOS20.0对模型中各潜变量之间的路径系数进行了估计，并且运行结果显示各项拟合指标都符合要求，模型和数据匹配良好。同时也证明了无论是从理论还是在实践角度上，本文研究的模型都是有意义的。本文在传统顾客满意度指数模型的基础上添加了页面设计、客服人员的态度和信息透明度三个前因变量，实证研究的结果证实了它们对顾客满意的影响作用。通过本文的撰写，一方面，使我们能够从理论的高度对P2P网络借贷平台业务有一个清晰的认识，并对此进行思考，制定较为科学的、可持续发展的网络借贷业平台；另一方面，也为提高网络借贷平台顾客满意度提出了相应的建议。
[Abstract]:China's P2P network lending platform business has a certain amount of idle funds in the hands of some people, traditional banks can not meet the financing needs of small and medium-sized enterprises, personal consumption and investment needs. With the popularization of computer applications, the rapid development of modern information technology emerges as the times require. The network lending platform of our country is in the environment of development and high competition, in order to obtain higher income and occupy more market share, the network lending platform of our country is in the environment of development and high competition. The network lending platform should not only provide more information services and investment security for lenders and borrowers or small and medium-sized enterprises, but also fundamentally improve the core service competitiveness of the platform, that is, improve customer satisfaction. There are many factors influencing the satisfaction of network lending platform. By studying these factors, we can not only increase the number of network lending users, but also reduce the financing cost of small and medium-sized enterprises. At the same time also for the network lending platform for customers to strengthen financial services to provide a theoretical direction. In this paper, the domestic and foreign customer satisfaction literature reading and research, and domestic and foreign research on P2P model of network lending is analyzed and summarized, and the current P2P network lending customer satisfaction model is constructed in our country. The data collection is mainly through drawing lessons from foreign maturity satisfaction scale, combining the characteristics of P2P network lending platform in our country, designing the questionnaire, and issuing the questionnaire link to the specific people who have had the network loan. In this paper, the structure equation model is used to study the customer satisfaction degree. The path coefficients among the latent variables in the model are estimated by running AMOS20.0, and the running results show that all the fitting indexes meet the requirements and the model and the data match well. At the same time, it is proved that the model studied in this paper is meaningful both in theory and in practice. Based on the traditional customer satisfaction index model, this paper adds three pre-dependent variables: page design, customer service staff attitude and information transparency. The results of empirical research confirm their impact on customer satisfaction. Through the writing of this paper, on the one hand, we can have a clear understanding of P2P network lending platform business from the theoretical point of view, and think about this, to formulate a more scientific, sustainable development of the network lending industry platform; On the other hand, it also puts forward some suggestions to improve the customer satisfaction of the network lending platform.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F724.6;F832.4

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