基于SERVQUAL模型科技金融平台服务质量评测——以P2P网贷平台为例

Service quality evaluation of technology financial platform based on SERVQUAL model -- a case study of P2P online lending platform

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，开展200份问卷调查、分析137份有效样本数据，基于SERVQUAL模型、服务期望值和感知值的差距分析，以乘积标度法等工具计算服务质量评价指标及其五个服务维度的权重值，对服务质量进行量化测量及对服务质量差距作分析，最后从五个维度分析该平台服务质量问题，并对P2P网贷及科技金融服务平台的发展提出三个对策建议。

Abstract:

The 13th five-year national science and technology innovation plan strongly supports the development of science and technology financial services industry.Taking “XK online lending platform” as example, carries out a 200 questionnaires survey and analyses 137 effective samples data, based on the SERVQUAL model and according to the value gap analysis of service expectation and perception, uses product-scaling method to calculate the weights of service quality evaluation items and its five dimensions,gives quantitative and numerical measurement of service quality and analysis of its gap, finally analyse the service quality problems of the platform from the perspective of five service dimensions ,and puts forward three suggestions of counter-measures for the development of P2P online lending and science & technology service platform.