第三方移动支付服务质量改善研究

发布时间：2018-09-12 08:29

【摘要】：近年来,在需求及政策的推动作用下,第三移动支付快速发展,层出不穷的第三方移动支付服务背后,服务质量问题也越来越受到关注,不断有学者对目前第三方移动支付的质量问题进行研究。然而,这些研究大都不注重服务的过程,缺乏系统性。从个人的角度来看,真正基于服务过程的第三方移动支付服务质量的研究还很少。所以本文提出,基于服务过程对第三方移动支付的服务质量改善进行研究,既可以填补目前第三方移动支付服务质量研究的不足,也具有理论和实际应用价值。为实现对第三方移动支付的改善问题进行研究,本文主要引用了三个理论,即服务质量的三因素理论,六西格玛管理理论和顾客满意度研究。服务质量的三因素理论从服务的产品、服务的传递及服务的环境三个方面为第三方移动支付的服务质量的因素选取提供了理论依据;六西格玛管理的DMAIC流程管理理念为实际的改善流程提供了指导;顾客满意度研究为服务质量的测量因素与顾客满意度之间的关系假设提供了理论依据。在实际方法应用方面,本文在现实观察和文献研究的基础上,使用服务蓝图技术对第三方移动支付的服务过程进行了具体的描绘,并根据描绘的结果将服务过程划分为准备阶、决策、传递及消费三个阶段;根据各个阶段的具体的工作内容,运用三因素理论从服务产品、服务传递和服务环境三个方面选取了9个测量因素,建立了具体的测量模型,并使用结构方程的方法验证了测量模型的合理性,证明了服务产品、服务传递、服务环境与顾客满意度之间的因果关系。而后,从第三方移动支付服务发展的客观实际出发,对服务产品、服务传递和服务环境提出有针对性的改进建议,给出切合实际的改善控制原则和内容。在文章的最后,本文总结了各个阶段的成果,指出了研究的不足之处,提出了第三方移动支付服务质量改善研究的展望。
[Abstract]:In recent years, driven by the demand and policy, the third mobile payment has developed rapidly. Behind the endless third party mobile payment service, the quality of service has been paid more and more attention. There are more and more scholars studying the quality of third-party mobile payment. However, most of these studies do not focus on the process of service, lack of systematic. From a personal point of view, there is little research on the quality of third party mobile payment based on service process. Therefore, this paper proposes that the research on the improvement of service quality of third-party mobile payment based on service process can not only fill the deficiency of the current research on the quality of service of third-party mobile payment, but also have theoretical and practical application value. In order to realize the research on the improvement of third-party mobile payment, this paper mainly cites three theories, namely, the three-factor theory of service quality, the six Sigma management theory and the research of customer satisfaction. The three-factor theory of service quality provides a theoretical basis for the selection of service quality factors of third-party mobile payment from three aspects: the product of service, the delivery of service and the environment of service. The DMAIC process management concept of six Sigma management provides guidance for the actual improvement of the process, and the research of customer satisfaction provides a theoretical basis for the hypothesis of the relationship between the measurement factors of quality of service and customer satisfaction. In the practical application aspect, based on the actual observation and the literature research, this paper describes the service process of the third party mobile payment by using the service blueprint technology, and divides the service process into the preparation level according to the description result. According to the specific work content of each stage, nine measuring factors are selected from three aspects of service product, service delivery and service environment, and a specific measurement model is established. The structural equation method is used to verify the rationality of the measurement model, and the causality between service product, service delivery, service environment and customer satisfaction is proved. Then, based on the objective reality of the development of third-party mobile payment service, the paper puts forward some suggestions for improvement of service products, service delivery and service environment, and gives the practical improvement control principles and contents. At the end of the paper, this paper summarizes the results of each stage, points out the shortcomings of the research, and puts forward the prospect of improving the service quality of third-party mobile payment.
【学位授予单位】：成都理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F724.6;F832.2

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