银行业服务质量维度测量及其影响因子分析  

Service Quality Dimensions Measurement and Factor Analysisi in Banking Sector

作　　者：吴冠之[1] 张皓[2] 史章建[1] 韩冀东[1] 

机构地区：[1]中国人民大学商学院,北京100872 [2]中国人民大学书报资料中心,北京100872

出　　处：《经济经纬》2013年第4期94-98,共5页Economic Survey

基　　金：国家自然科学基金资助项目(71202145)

摘　　要：针对认知服务质量的维度,笔者基于前人的研究构建了技术质量、功能质量和服务环境三个维度及影响路径关系,同时利用对银行顾客实测的数据,对原有SERVQUAL量表的各指标进行测量并予以修正,以此探究认知服务质量维度的影响因子。本研究发现,在银行这样的高接触性行业中,功能质量比技术质量和服务环境对认知服务质量的影响要强,这一维度构成了认知服务质量的主要驱动因素。Based on the former research on the perceived service quality, this article suggests a model composed of three dimensions and the path structures ： technical quality, functional quality and service environment. In order to explore the affecting factors of dimensions of the perceived service quality, this research uses a sample data of the domestic banks to test and modify the items of the SERVQUAL scale. This research finds that in a high touching industry like bank, functional quality has a stronger effect on perceived service quality than technical quality and service environment, and the functional quality constitutes the main driving factors of perceived service quality.

关 键 词：认知服务质量 SERVQUAL量表 维度测量 银行服务 

分 类 号：F832[经济管理—金融学]