金融服务业服务质量评价指标体系探索  

Exploration on Service Quality Evaluation Index System of Financial Services Industry

作　　者：刘欣欣[1] 孙良泉[1] LIU Xin-xin;SUN Liang-quan(Shandong Institute of Standardization)

机构地区：[1]山东省标准化研究院

出　　处：《中国标准化》2020年第11期87-91,共5页China Standardization

摘　　要：金融业是重要的生产性服务业之一,行业的健康良好发展对推动经济实现高质量发展具有重要作用,如何构建行业服务质量评价指标体系对服务质量进行测评至关重要。本文在梳理金融服务业服务质量评价研究现状的基础上,结合金融服务业发展特点、发展趋势和发展环境,从服务资源、服务过程、服务产品、服务关系管理四大维度对金融服务业服务质量影响因素进行了分析,提出了从客观和主观两个层面选择评价指标的金融服务业服务质量评价指标体系建设思路。The financial industry is one of the important productive service industries,the healthy and sound development of the industry plays an important role in promoting the high-quality development of the economy.Then,how to establish service quality evaluation index system of the industry to measure service quality is very important.On the basis of the research status of service quality evaluation in financial service industry,combined with the development characteristics,development trends and development environment of financial services industry,this paper analyzes the factors that affect service quality of financial services industry from four dimensions of service resource,service process,service product and service relationship management,and then puts forward the idea of selecting evaluation index from the objective and subjective aspects in establishing the service quality evaluation index system of financial service industry.

关 键 词：金融服务业 服务质量 评价指标 

分 类 号：F832[经济管理—金融学] F274