Identification Of Key Points Of Service Improvement And The Prophase Mechanism Research In Banking Industry —Based On Empirical Study Of Different Influencing Factors Of The Trust In Two-Dimension
Under the circumstance of global economical recession, the financial industry in the world is confronted with a disaster. It is a common view that to upgrade the competence by improving service quality. This study, based on the two-dimension analysis of trust, designed an empirical research for testing influential factors and difference between customer cognition trust and emotion trust in banking industry. The SPSS 16. 0 was used to analyze survey data, and the result demonstrated authors hypothesis, identifying 5 influential factors which were key points for improving service, including banking brand awareness, product quality, physical evidence, banking reputation and personnel ability. The author explored action mechanism of influential factors in purpose, finding that the influential factors were different between customer cognition trust and emotion trust in banking industry. The result of this research provided theoretical supports for improving banking service quality.
bankings service improvement cognition trust emotion trust
XING Bo BAI Changhong
Business School. Nankai University, Tianjing, P. R. China, 300071
国际会议
2010 International Conference on Management(2010管理国际大会)
上海
英文
313-320
2010-07-24（万方平台首次上网日期，不代表论文的发表时间）