| 网上银行顾客感知服务质量影响因素研究 |
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| 引用本文： | 张圣亮,王爱霞.网上银行顾客感知服务质量影响因素研究[J].北京理工大学学报(社会科学版),2011,13(1):59-63,72. |
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| 作者姓名： | 张圣亮 王爱霞 |
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| 作者单位： | 1.中国科学技术大学 管理学院, 合肥 230026 |
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| 基金项目： | 国家自然科学基金资助项目(70872101) |
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| 摘 要： | 通过文献研究和深度访谈，提炼出可能影响网上银行顾客感知服务质量的19个因素，通过探索性因子分析，将这19个因素归纳为经济性、易用性、履行性、安全性和响应性。通过相关分析和多元回归分析发现，有4类因素与网上银行顾客感知服务质量呈显著正相关，依次是经济性、易用性、履行性和安全性。通过对我国主要网上银行服务质量测评发现，当前我国网上银行服务质量不高，且各家网上银行服务质量存在明显差异。
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| 关 键 词： | 网上银行 顾客感知服务质量 服务质量测评 |
| 收稿时间： | 2010/9/15 0:00:00 |
Research on the Factors that Influence Customers' Perception of Internet Banking Service Quality |
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| ZHANG Shengliang and WANG Aixia.Research on the Factors that Influence Customers'' Perception of Internet Banking Service Quality[J].Journal of Beijing Institute of Technology(Social Sciences Edition),2011,13(1):59-63,72. |
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| Authors: | ZHANG Shengliang and WANG Aixia |
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| Institution: | 1.School of management, University of Science and Technology of China, Hefei 230026 |
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| Abstract: | Firstly,nineteen factors that may affect customers' service quality perception of internet banking were abstracted in this paper.After using method of exploratory factor analysis,these factors were classified into 5 kinds of variables as follows: economic,flexibility,fulfillment,privacy and responsiveness.The correlation analysis and multiple regression analysis were used to evaluate the relationship between the variables and service quality perception.The result showed that 4 factors were significantly rel... |
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| Keywords: | internet banking service quality perception service quality measurement |
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