商业银行非接触式服务顾客感知服务质量影响因素分析

Analysis of Influencing Factors of Customer Perceived Service Quality in ContactlessService of Commercial Banks

在新时代背景下,数字经济成为新的动力,在推动社会经济结构完善的同时,还可以完善社会服务功能,给予人们优质的生活体验。现阶段,银行非接触式服务类型越来越多,顾客也更加看重银行非接触式服务的效率与质量。本文对影响银行非接触式服务的影响因素进行分析,全面剖析感知影响服务质量的相关因素。研究发现,顾客感知服务质量影响因素包括不了解顾客期望、未做出正确的产品设计、未按照标准提供服务、服务传递与对外承诺差异性、顾客差距等。据此,我们为线上金融服务合理创新提出建议,如加强信息化建设、完善服务标准、注重基层管理、系统规划与整合营销等。以期完善银行服务体系,在确保商业银行业务顺利实施的前提下,提升其核心竞争能力。

In the context of the new era,the digital economy has become a new driving force.While promoting the improvement of social and economic structure,it can also improve social service functions and provide people with high-quality living experiences.At present,there are more and more types of contactless services provided by banks,and customers are more concerned about the efficiency and quality of contactless services provided by banks.This article analyzes the influencing factors of contactless services in banks and comprehensively analyzes the relevant factors perceived to affect service quality.Research has found that factors influencing customer perceived service quality include lack of understanding of customer expectations,failure to make correct product designs,failure to provide services according to standards,and differences in service delivery and externalcommitments.Based on this,we propose suggestions for reasonable innovation in online financial services,such as strengthening information construction,improving service standards,emphasizing grassroots management,system planning and integrated marketing,etc.In order to improve the banking service system and enhance its core competitiveness while ensuring the smooth implementation of commercial banking business.