手机银行服务质量对持续信任的影响研究  

Mobile banking service quality on customer continuous trust influence research

作　　者：姚水洪[1] 陈真真[1] 

机构地区：[1]北京化工大学经济管理学院,北京100029

出　　处：《经济与管理》2013年第11期78-82,共5页Economy and Management

摘　　要：通过建立手机银行服务质量与顾客持续信任之间的研究模型,利用问卷调查的方法进行数据收集,并通过结构方程模型进行数据分析,对研究模型进行实证检验。结果表明:除服务过程质量对持续信任的产生不明显之外,服务保障质量、服务结果质量、服务补救质量均对顾客持续信任产生着积极的影响。Through the research model is established between the mobile phone banking service quality and customer continue trusting, collected the data using the method of questionnaire, and data analysis by structural equation model, empirical research model. Results show that in addition to the service process quality to continuous trust is not obvious, service quality assurance, service recovery quality and service environment protection result positive influences on the customer＇s continuous trust.

关 键 词：手机银行 服务质量 持续信任 

分 类 号：F222.1[经济管理—国民经济] F224.9