服务价值认知及相关因素的关联性:中外资银行客户的比较实证分析被引量：8

Service Value Perception and the Correlations with Its Antecedents:An Empirical Analysis with Foreign Banks' Clients and Local Chinese Banks' Clients Comparison

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摘要本文以调查问卷和命题论证的方式 ,遴选出中国境内外资银行客户和中资银行客户两个样本 ,运用线性回归分析和结构模型等计量手段 ,论证服务质量认知、风险付出和企业形象等因素与服务价值之间的关联关系 ,分析服务质量认知的五个维度与服务价值的关联关系 ,测试企业形象在风险付出与服务价值间的中介角色 ,并验证中、外资银行客户对核心服务和风险付出的认知机制是否一致。通过比较研究发现 ,服务质量认知无论在总样本中还是在中、外资银行客户的分样本中都与服务价值正相关而且是影响价值认知最关键的因素 ;风险付出以企业形象为中介反向影响价值认知 ;在服务质量五个认知层面中 ,人员因素和系统因素成为服务价值认知的核心 ;中、外资银行客户对核心服务的认知机制没有显著的区别 ,而对风险的看法则不同。分析结果同时引申出中资银行如何在金融市场化过程中进一步提升服务价值的建议。 Upon the WTO entry, the Chinese commercial banks have to transform from product-oriented to customer-oriented and offer clients value-added services. In line with value concept, the correlations between perceived quality, risks, corporate reputation and service value need to be studied. The two sub-samples of foreign banks' clients and local banks' clients were drawn and reliability analysis, factor analysis, linear regression and structural equation modeling were employed to test the hypotheses of service value and its antecedents. The results indicate that perceived quality has positive correlation to service value, risks are mediated through corporate reputation to influence service value, and two groups of clients perceive core service quite similarly and risks quite differently.

作者刘珺

机构地区中国光大银行

出处《经济研究》 CSSCI 北大核心 2004年第1期16-24,共9页 Economic Research Journal

关键词外资银行中资银行中国线性回归分析结构模型服务质量认知企业形象客户忠诚度 Service Value Perception Risks Correlation Comparison

分类号 F832.2 [经济管理—金融学]

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