基于SERVQUAL模型的科技金融平台服务质量评测研究——以P2P网贷平台为例
|
摘要
《"十三五"国家科技创新规划》大力支持科技金融服务业发展。以XK网贷平台为例,修正SERVQUAL模型,形成包含5个维度21个问项的量表,基于137份有效调查问卷数据,对该平台的服务质量、服务质量感知及服务质量差距进行量化评测,从5个服务维度分析XK网贷平台服务质量方面存在的普遍性问题。最后从行业规范发展视角对P2P网贷以及科技金融服务平台发展提出3条对策建议,以期为创建高质量的区域性科技金融服务平台提供理论和实践依据。
The National Science and Technology Innovation Plan for the 13 th Five-year Plan strongly supports the development of science,technology and financial services.Taking the XK online loan platform as an example,this paper modifies the SERVQUAL model to form a scale containing 5 dimensions and 21 questions,based on the data of 137 valid questionnaires,the weight values of the service quality evaluation index and its five service dimensions are calculated.Based on the quantitative value of service quality and service quality gap,this paper analyzes the universality of service quality of XK online loan platform from five dimensions of service.Finally,the paper puts forward three countermeasures and suggestions for the development of P2 P network loan and science and technology financial service platform from the perspective of industry standard development,in order to provide theoretical and practical basis for Guangdong-Hong Kong-Macau Greater Bay Area to establish a high quality regional science and technology financial service platform.
The National Science and Technology Innovation Plan for the 13 th Five-year Plan strongly supports the development of science,technology and financial services.Taking the XK online loan platform as an example,this paper modifies the SERVQUAL model to form a scale containing 5 dimensions and 21 questions,based on the data of 137 valid questionnaires,the weight values of the service quality evaluation index and its five service dimensions are calculated.Based on the quantitative value of service quality and service quality gap,this paper analyzes the universality of service quality of XK online loan platform from five dimensions of service.Finally,the paper puts forward three countermeasures and suggestions for the development of P2 P network loan and science and technology financial service platform from the perspective of industry standard development,in order to provide theoretical and practical basis for Guangdong-Hong Kong-Macau Greater Bay Area to establish a high quality regional science and technology financial service platform.
引文
[1]国务院.关于印发“十三五”国家科技创新规划的通知(国发[2016]43号)[EB/OL].(2016-07-28)[2019-03-01].http://www.gov.cn/zhengce/content/2016-08/08/content_5098072.htm.
[2]王秀芳,于濛,程月.构建京津冀科技金融平台的思路[J].经济与管理,2018,32(3):17-21.
[3]YANG H.Comprehensive evaluation of online peer-to-peer lending on the province-level regions in China based on generalized principle component analysis[J].Open Journal of Business and Management,2016,4(2):171-176.
[4]网贷之家研究中心.P2P网贷行业2019年2月月报[EB/OL].(2019-03-01)[2019-04-01].https://www.wdzj.com/news/yc/3963857.html.
[5]KLAFFT M.Peer to peer lending:auctioning micro-credits over the internet[M].New York:Social Science Electronic Publishing,2008:85-125.
[6]FREEDMAN S,JIN G Z.Do social networks solve information problems for peer-to-peer lending?Evidence from Prosper.com[J].NET Institute Working Paper,2008,No.08-43.
[7]POPE D G,SYDNOR J R.What's in a picture?Evidence of discrimination from Prosper.com[J].Journal of Human Resources,2011,46(1):53-92.
[8]李悦雷,郭阳,张维.中国P2P小额贷款市场借贷成功率影响因素分析[J].金融研究,2013(7):126-138.
[9]郑迎飞,陈晓静.P2P网贷平台本息保障与投资者反应[J].金融论坛,2018,23(1):66-80.
[10]闫鑫,孙建军,康乐乐.面向投资者的P2P网贷平台选择:聚类分析方法的应用[J].图书馆学研究,2017(5):38-45.
[11]UNITED STATES GOVERNMENT ACCOUNTABILITY OFFICE.Person-to-person pending:new regulatory challenges could emerge as the industry grows[R].New York:United States Government Accountability Office,2011.
[12]ASHTA A,ASSADI D.Do social cause and social technology meet?Impact of Web 2.0 technologies on peer-to-peer lending transactions[M].New York:Social Science Electronic Publishing,2008:9-36.
[13]李琪,王振.P2P网贷平台风险和标的风险的辨析[J].上海金融,2016(10):92-95.
[14]叶青,李增泉,徐伟航.P2P网络借贷平台的风险识别研究[J].会计研究,2016(6):38-45,95.
[15]谭中明,钱珍,王书斌.新监管体系下我国P2P网贷风险管控现状的检视及改进对策[J].西南金融,2019(4):1-8.
[16]张敬辉.P2P网络借贷平台监管的博弈分析[J].金融理论与实践,2018(11):69-72.
[17]蒋致远,王力召.P2P网贷平台竞争力评价体系研究:基于改进的CRITIC-GRAP模型[J].系统科学学报,2019(3):60-65.
[18]王文会,陈显中.P2P网贷的区块链解决方案[J].人民论坛,2019(7):78-79.
[19]王修华,孟路,欧阳辉.P2P网络借贷问题平台特征分析及投资者识别:来自222家平台的证据[J].财贸经济,2016(12):71-84.
[20]李先玲.资本充足、从业背景与平台倒闭:来自中国231个P2P网络借贷平台的证据[J].经济经纬,2016,33(6):137-142.
[21]吴庆田,罗璨,陈宜瑄.P2P网贷平台特征与平台运营的稳健性:基于中国1706家P2P网贷平台的证据[J].金融理论与实践,2018(4):62-70.
[22]田杰,郭紫嫣,靳景玉.我国P2s网贷平台生存状况影响因素研究:基于3842家P2P网贷平台数据的实证分析[J].西部论坛,2019(29):1-12.
[23]RAMSEOOK-MUNHURRUN P,LUKEA-BHIWAJEE S D,NAIDOO P.Service quality in the public service[J].International Journal of Management and Marketing Research,2010,3(1):37-50.
[24]华中生.网络环境下的平台服务及其管理问题[J].管理科学学报,2013(12):1-12.
[25]PARASURAMAN A,ZEITHAML V,BERRYL L.SERVQUAL:Amultiple-item scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[26]李鹏.服务质量评价SERVQUAL模型比较及其修正[J].统计与决策,2007(21):33-35.
[27]ZEITHAMLL V A,PARASURAMA A,BERRY L L.Delivering quality service:balancing customer perceptions and expectations[M].New York:Free Press,1985.
[28]张新安,田澎.基于SERVQUAL的供电服务质量测量标尺研究[J].管理工程学报,2005(4):4-11.
[29]于君英,徐明.服务质量定量测量多维标尺:SERVQUAL的应用研究[R].北京:中国质量协会,2002:5-25.
[30]PARASURAMAN A,BERRY L L,ZEITHAML V A.Refinement and reassessment of the SERVQUAL scale[J].Journal of Retailing,1991,67(4):420-450.
[31]EMIN B,BOLLER G W.An empirical reassessment of the SERVQUAL scale[J].Journal of Business Research,1992,24(3):253-268.
[32]KODE R,WETZELS M.On the perceived dynamics of service quality[J].Journal of Retailing and Consumer,1997,4(2):83-88.
[33]ZHAO X,BAI C,HUI Y V.An empirical assessment and application of SERVQUAL in a mainland Chinese department store[J].Total Quality Management,2002,13(2):241-254.
[34]McCOLL-KENNEDY J R,WHITE T.Service provider training programs at odds with customer requirements in five-star hotels[J].The Journal of Service Marketing,1997,11(4):249-264.
[35]PETER K,VASSILIKI P.Awareness of service charges and its influence on customer expectations and perceptions of quality in banking[J].Journal of Services Marketing,1997,11(2):105-117.
[36]LUK S T K.An examination of the role of marketing culture in service quality[J].International Journal of Contemporary Hospitality Management,1997,9(1):13-20.
[37]STAFFORD M R,STAFFORD T F,WELLS B P.Determinants of service quality and satisfaction in the auto casualty claims process[J].The Journal of Service Marketing,1998,12(6):426-440.
[38]GALLOWAY L.Quality perceptions of internal and external customers:a case study in educational administration[J].The TQM Magazine,1998,10(1):20-26.
[39]徐明,于君英.SERVQUAL标尺测量服务质量的应用研究[J].工业工程与管理,2001(6):6-9.
[40]吴学梅,张少文.基于SERVQUAL的高校教育服务质量评价研究:以泰州某本科高校为例[J].重庆高教研究,2013,1(5):19-23,28.
[41]THOMPSON B,COOK C.Reliability and validity of SERVQUALscores used to evaluate perceptions of library service quality[J].The Journal of Academic Librarianship,2000,26(4):248-258.
[42]许玲,王利,周从军.面向全面质量管理:用SERVQUAL评价图书馆服务质量[J].图书情报工作,2001(5):76-79.
[43]张健兰,吴向丹.SERVQUAL模型在图书馆服务质量评价上的应用[J].图书馆学研究,2003(5):87-90.
[44]DONNELLY M,KERR N J,RIMMER R,et al.Assessing the quality of police services using SERVQUAL[J].Policing,2006,29(1):92-105.
[45]BAKAR C,AKGüN H S,ASSAF A F.The role of expectations in patient assessments of hospital care:an example from a university hospital network,Turkey[J].International Journal of Health Care Quality Assurance,2008,21(4):343-355.
[46]CARMAN J M.Consumer perceptions of service quality:an assessment of the SERVQUAL dimensions[J].Journal of Retailing,1990,66(1):33-35.
[47]顾佳峰.高等教育机构服务质量管理研究[J].北京大学教育评论,2011(3):164-174.
[48]万君,李静,赵宏霞.基于SERVQUAL量表设计思想的网商客户服务质量评价研究[J].现代情报,2014,34(5):7-12.
[49]中国银行业监督管理委员会.网络借贷信息中介机构业务活动管理暂行办法[EB/OL].(2016-08-24)[2019-03-01].http://www.cbrc.gov.cn/govView_37D312933F1A4CECBC18F9A96293F450.html.
[50]深圳市互联网金融协会.深圳市互联网金融协会关于发布《深圳市网络借贷信息中介机构良性退出指引(征求意见稿)》的通知[EB/OL].(2019-03-01)[2019-04-03].http://www.szifa.org.cn/news_view.aspx?TypeId=5&Id=977&Fid=t2:5:2.
[2]王秀芳,于濛,程月.构建京津冀科技金融平台的思路[J].经济与管理,2018,32(3):17-21.
[3]YANG H.Comprehensive evaluation of online peer-to-peer lending on the province-level regions in China based on generalized principle component analysis[J].Open Journal of Business and Management,2016,4(2):171-176.
[4]网贷之家研究中心.P2P网贷行业2019年2月月报[EB/OL].(2019-03-01)[2019-04-01].https://www.wdzj.com/news/yc/3963857.html.
[5]KLAFFT M.Peer to peer lending:auctioning micro-credits over the internet[M].New York:Social Science Electronic Publishing,2008:85-125.
[6]FREEDMAN S,JIN G Z.Do social networks solve information problems for peer-to-peer lending?Evidence from Prosper.com[J].NET Institute Working Paper,2008,No.08-43.
[7]POPE D G,SYDNOR J R.What's in a picture?Evidence of discrimination from Prosper.com[J].Journal of Human Resources,2011,46(1):53-92.
[8]李悦雷,郭阳,张维.中国P2P小额贷款市场借贷成功率影响因素分析[J].金融研究,2013(7):126-138.
[9]郑迎飞,陈晓静.P2P网贷平台本息保障与投资者反应[J].金融论坛,2018,23(1):66-80.
[10]闫鑫,孙建军,康乐乐.面向投资者的P2P网贷平台选择:聚类分析方法的应用[J].图书馆学研究,2017(5):38-45.
[11]UNITED STATES GOVERNMENT ACCOUNTABILITY OFFICE.Person-to-person pending:new regulatory challenges could emerge as the industry grows[R].New York:United States Government Accountability Office,2011.
[12]ASHTA A,ASSADI D.Do social cause and social technology meet?Impact of Web 2.0 technologies on peer-to-peer lending transactions[M].New York:Social Science Electronic Publishing,2008:9-36.
[13]李琪,王振.P2P网贷平台风险和标的风险的辨析[J].上海金融,2016(10):92-95.
[14]叶青,李增泉,徐伟航.P2P网络借贷平台的风险识别研究[J].会计研究,2016(6):38-45,95.
[15]谭中明,钱珍,王书斌.新监管体系下我国P2P网贷风险管控现状的检视及改进对策[J].西南金融,2019(4):1-8.
[16]张敬辉.P2P网络借贷平台监管的博弈分析[J].金融理论与实践,2018(11):69-72.
[17]蒋致远,王力召.P2P网贷平台竞争力评价体系研究:基于改进的CRITIC-GRAP模型[J].系统科学学报,2019(3):60-65.
[18]王文会,陈显中.P2P网贷的区块链解决方案[J].人民论坛,2019(7):78-79.
[19]王修华,孟路,欧阳辉.P2P网络借贷问题平台特征分析及投资者识别:来自222家平台的证据[J].财贸经济,2016(12):71-84.
[20]李先玲.资本充足、从业背景与平台倒闭:来自中国231个P2P网络借贷平台的证据[J].经济经纬,2016,33(6):137-142.
[21]吴庆田,罗璨,陈宜瑄.P2P网贷平台特征与平台运营的稳健性:基于中国1706家P2P网贷平台的证据[J].金融理论与实践,2018(4):62-70.
[22]田杰,郭紫嫣,靳景玉.我国P2s网贷平台生存状况影响因素研究:基于3842家P2P网贷平台数据的实证分析[J].西部论坛,2019(29):1-12.
[23]RAMSEOOK-MUNHURRUN P,LUKEA-BHIWAJEE S D,NAIDOO P.Service quality in the public service[J].International Journal of Management and Marketing Research,2010,3(1):37-50.
[24]华中生.网络环境下的平台服务及其管理问题[J].管理科学学报,2013(12):1-12.
[25]PARASURAMAN A,ZEITHAML V,BERRYL L.SERVQUAL:Amultiple-item scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[26]李鹏.服务质量评价SERVQUAL模型比较及其修正[J].统计与决策,2007(21):33-35.
[27]ZEITHAMLL V A,PARASURAMA A,BERRY L L.Delivering quality service:balancing customer perceptions and expectations[M].New York:Free Press,1985.
[28]张新安,田澎.基于SERVQUAL的供电服务质量测量标尺研究[J].管理工程学报,2005(4):4-11.
[29]于君英,徐明.服务质量定量测量多维标尺:SERVQUAL的应用研究[R].北京:中国质量协会,2002:5-25.
[30]PARASURAMAN A,BERRY L L,ZEITHAML V A.Refinement and reassessment of the SERVQUAL scale[J].Journal of Retailing,1991,67(4):420-450.
[31]EMIN B,BOLLER G W.An empirical reassessment of the SERVQUAL scale[J].Journal of Business Research,1992,24(3):253-268.
[32]KODE R,WETZELS M.On the perceived dynamics of service quality[J].Journal of Retailing and Consumer,1997,4(2):83-88.
[33]ZHAO X,BAI C,HUI Y V.An empirical assessment and application of SERVQUAL in a mainland Chinese department store[J].Total Quality Management,2002,13(2):241-254.
[34]McCOLL-KENNEDY J R,WHITE T.Service provider training programs at odds with customer requirements in five-star hotels[J].The Journal of Service Marketing,1997,11(4):249-264.
[35]PETER K,VASSILIKI P.Awareness of service charges and its influence on customer expectations and perceptions of quality in banking[J].Journal of Services Marketing,1997,11(2):105-117.
[36]LUK S T K.An examination of the role of marketing culture in service quality[J].International Journal of Contemporary Hospitality Management,1997,9(1):13-20.
[37]STAFFORD M R,STAFFORD T F,WELLS B P.Determinants of service quality and satisfaction in the auto casualty claims process[J].The Journal of Service Marketing,1998,12(6):426-440.
[38]GALLOWAY L.Quality perceptions of internal and external customers:a case study in educational administration[J].The TQM Magazine,1998,10(1):20-26.
[39]徐明,于君英.SERVQUAL标尺测量服务质量的应用研究[J].工业工程与管理,2001(6):6-9.
[40]吴学梅,张少文.基于SERVQUAL的高校教育服务质量评价研究:以泰州某本科高校为例[J].重庆高教研究,2013,1(5):19-23,28.
[41]THOMPSON B,COOK C.Reliability and validity of SERVQUALscores used to evaluate perceptions of library service quality[J].The Journal of Academic Librarianship,2000,26(4):248-258.
[42]许玲,王利,周从军.面向全面质量管理:用SERVQUAL评价图书馆服务质量[J].图书情报工作,2001(5):76-79.
[43]张健兰,吴向丹.SERVQUAL模型在图书馆服务质量评价上的应用[J].图书馆学研究,2003(5):87-90.
[44]DONNELLY M,KERR N J,RIMMER R,et al.Assessing the quality of police services using SERVQUAL[J].Policing,2006,29(1):92-105.
[45]BAKAR C,AKGüN H S,ASSAF A F.The role of expectations in patient assessments of hospital care:an example from a university hospital network,Turkey[J].International Journal of Health Care Quality Assurance,2008,21(4):343-355.
[46]CARMAN J M.Consumer perceptions of service quality:an assessment of the SERVQUAL dimensions[J].Journal of Retailing,1990,66(1):33-35.
[47]顾佳峰.高等教育机构服务质量管理研究[J].北京大学教育评论,2011(3):164-174.
[48]万君,李静,赵宏霞.基于SERVQUAL量表设计思想的网商客户服务质量评价研究[J].现代情报,2014,34(5):7-12.
[49]中国银行业监督管理委员会.网络借贷信息中介机构业务活动管理暂行办法[EB/OL].(2016-08-24)[2019-03-01].http://www.cbrc.gov.cn/govView_37D312933F1A4CECBC18F9A96293F450.html.
[50]深圳市互联网金融协会.深圳市互联网金融协会关于发布《深圳市网络借贷信息中介机构良性退出指引(征求意见稿)》的通知[EB/OL].(2019-03-01)[2019-04-03].http://www.szifa.org.cn/news_view.aspx?TypeId=5&Id=977&Fid=t2:5:2.
© 2004-2018 中国地质图书馆版权所有 京ICP备05064691号 京公网安备11010802017129号 地址：北京市海淀区学院路29号 邮编：100083 电话：办公室：(+86 10)66554848；文献借阅、咨询服务、科技查新：66554700 |