商业银行非接触式服务顾客感知服务质量影响因素研究

Research on the Influencing Factors of Customer Perception Service Quality of Non-contact Service in Commercial Banks

随着数字经济时代到来,数字经济成为经济发展的新动能、新引擎。商业银行紧跟时代步伐,加速推进数字化转型,逐步开展数字化建设,补足线上平台短板,推出线上平台。随着线上化、移动化金融服务需求的增加,“非接触”金融服务新模式越来越普及。根据商业银行非接触式服务的现状、借鉴SERVQUAL模型,利用相关分析和多元回归分析,研究数字化转型背景下商业银行非接触式服务顾客感知服务质量的影响因素,对商业银行线上金融服务质量提出改进建议,优化商业银行线上服务质量,助推银行数字化转型,提升核心竞争能力。

With the advent of the digital economy era, the digital economy has become a new driving force and a new engine for economic development. Commercial banks keep pace with the times and accelerate digital transformation. Each bank gradually carried out digital construction, made up for the shortcomings of online platforms, and launched online platforms. At the same time, due to the impact of the epidemic, people’s demand for online and mobile financial services has increased, and the new model of "contactless" financial services has become more and more popular. According to the current situation of the contactless service of commercial banks,drawing on the SERVQUAL model, using correlation analysis and multiple regression analysis, this paper studies the influencing factors of the customer’s perceived service quality of the contactless service of commercial banks under the background of digital transformation. According to the influencing factors, it puts forward suggestions for improving the online financial service quality of commercial banks, optimizes the online service quality of commercial banks, boosts the digital transformation of banks, and enhances their core competitiveness.