Financial Service Quality Optimization Model With Empirical Research

With the opening up of China’s financial markets, domestic financial institutions have sprung up, So that China’s financial industry in an increasingly competitive. Many financial institutions have realized that improving the quality-of service to improve customer relations is the fundamental survival of financial institutions, related to the sustainable and healthy development of financial institutions. Improving their quality of service is the purpose of financial institutions in order to meet customer demand, to improve customer satisfaction and gain competitive advantage and greater profits. But business customers as more important customer groups, due to a variety of reasons, in the previous study is rarely mentioned.Based on many references and analysis based on customer demand for financial institutions, through literature review, interview and questionnaire survey, constructs the evaluation index of quality of service (FSQ), the body of financial institutions and the model validity analysis. According to the actual situation of the service management of China’s financial institutions, evaluation of service quality by the evaluation model of China’s financial institutions The model can better evaluate the service quality of financial institutions. The main research contents of this paper are as follows:(1) Literature review of the relevant concepts needed in this paper. Based on a large number of literatures, the service and quality of service, the quality of financial services, Internet environment, quality of service and other related concepts are studied, not only makes the path of research is becoming clearer, but also lay a solid foundation for the construction of FSQ model. In this paper the SERVQUAL model is studied, including query and modification of SERVQUAL model(2) Constructing the evaluation model of service quality of financial institutions. This paper refers to a large number of domestic and foreign references, combing the research related to the service quality of financial institutions, and through the revisionist study of the SERVQUAL model, has been constructed, which include the economy, safety, response, empathy, tangibility, reliability and sharing of seven dimensions and 24 indicators of financial institutions service quality evaluation system. In the construction process, originally used in the review of the literature to determine the safety, response, empathy, tangibility, reliability of five dimensions, and through interviews and questionnaire survey methods proposed two dimensions economy and sharing.(3) Through the issuance of 598 companies in the survey questionnaire, a receivable Financial Services Company service quality, through the empirical research, the questionnaire has high reliability, the FSQ model has good validity. In the research, this paper also carries on the investigation to the BSQ model, through the comparative analysis, the FSQ model proposed in this paper can better evaluate the quality of financial services at the present stage.The innovation of this study is mainly reflected in:from the perspective of enterprise customers to build a financial institutions service quality evaluation system based on customer perception, through the confirmatory factor analysis to verify the effectiveness of the evaluation model. By comparing with the BSQ model, proved the reliability and validity of the FSQ model is better. At the same time, this paper presents two new dimensions economy and sharing, the two dimensions along with the development of the times is increasingly emphasized by the financial institution, but correlation is somewhat backward, looking forward to the method and conclusion can in theory and Practice for China’s financial structure service quality evaluation and improvement to provide.