Research On Customer Satisfaction Of Service Quality Of Mobile Banking And Its Influencing Factors

With the rapid development of Internet finance,online third-party payment platforms such as Alipay,We Chat,and cloud flash payment have risen rapidly.The convenience of third-party payment platforms has also gradually changed people’s payment methods,from traditional offline cash collection and payment to online mobile application system transactions.At the same time,with the rapid change of mobile phone and mobile Internet technology,many state-owned banks and commercial banks have taken mobile banking as an important development direction of retail business.Therefore,it is very necessary to study the influencing factors of customer satisfaction of mobile banking,improve service quality,maintain the relationship with customers,and improve competitiveness and profitability.This paper takes Bank H as the research object,and uses the questionnaire to investigate and analyze the customer satisfaction of Bank H’s mobile banking.The specific research contents are as follows:1)Analyze the functions and service objects of mobile banking of Bank H,and deeply study the customer satisfaction survey model.Select SERVPERF model as the theoretical basis for this design,analyze the user satisfaction index,and use six factors,including tangibility,empathy,responsiveness,security and reliability,economy and satisfaction,to design the questionnaire.2)The questionnaire star platform was used to design the satisfaction questionnaire,and the questionnaire was distributed to the customers of Bank H through We Chat,QQ and other network platforms.Finally,the efficiency of the questionnaire was 97%.3)SPSS(Statistical Product Service Solutions)software was used to process the questionnaire data,and descriptive statistical analysis was carried out on the survey results of six dimensions of satisfaction.Reliability tests including tangibility,empathy,responsiveness,safety reliability,economy and satisfaction were completed,and tangibility,empathy,responsiveness,safety reliability The correlation coefficient between economy and customer evaluation satisfaction of mobile banking,and the customer satisfaction model of mobile banking of Bank H is constructed.4)On the basis of data analysis,in view of the characteristics of H Bank’s urban commercial banks and the service characteristics of H Bank’s mobile banking,the suggestions and specific implementation measures for the later improvement of the above five factors are given respectively.The research results show that tangibility,responsiveness,safety and reliability have significant effects on customer satisfaction,while economy and empathy have relatively weak effects on customer satisfaction.The innovation of this paper is to establish the customer satisfaction model of mobile banking of Bank H based on the characteristics of local commercial banks of Bank H,taking tangibility,empathy,responsiveness,security,reliability and economy as independent variables,so as to provide theoretical basis for Bank H to continuously improve personal mobile banking business.