金融服务质量模型优化与实证研究

由于互联网的发展和金融体制的变革，金融服务质量的要素也发生了变化。通过文献回顾和前期访谈，对目前中国金融服务所面临的问题进行了调查，提出了金融服务质量的测评模型以探究企业顾客在评价金融服务上的影响因素，并建立了金融服务质量（ FSQ）模型。通过实证分析，得出了该创新模型包含经济性、安全性、响应性、移情性、有形性、可靠性和共享性7个维度并且具有良好的信效度，可以有效地测量出企业顾客对金融服务的满意度。

Financial Service Quality Model Optimization and Empirical Study

Due to the development of Internet and the reform of financial system , influencing factors of financial serv-ice 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 in-novation 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 ’ sat-isfaction of financial service .