Research on Influencing Factors of Customer Satisfaction about ICBC O2O Integration
The customer is an important resource of banks, so improving the customer satisfaction is the key to the development of commercial banks.However, the rise of the Internet Finance has brought great impacts on the bank and forced commercial banks to improve customer satisfaction through channel integration, which is concerned as an inevitable trend.Taking the Industrial and Commercial Bank of China (ICBC) as the research subject, and based on questionnaires, this paper builds structural equations, making quantitative analysis of various factors influencing the customer satisfaction in the Integration process of O2O.The results showed that there always exist significant positive correlations between service quality, professional level, tracking service, environmental factors and customer satisfaction.Therefore, in order to promote the process of channel integration, the bank should optimize its service quality, tracking service and reputation, especially its professional level, while considering its status in China, to improve the customer satisfaction.
Industrial and Commercial Bank Of China (ICBC) O2O Integration Customer Satisfaction Structural Equation Model
WANG Yanhong LIU Qiong GAN Qing JIAO Yueqi
School of Economics and Management, Harbin Institute of Technology (Weihai), China, 264209
国际会议
日本
英文
261-266
2017-07-01（万方平台首次上网日期，不代表论文的发表时间）