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

《“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。

Quality of Service Evaluation on Science and Technology Finance Platform Based on SERVQUAL Model: A Case Study of P2P Lending Platform

The National Science and Technology Innovation Plan for the 13th 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 toform 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 P2P netw ork 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-M acau Greater Bay Area to establish a high quality regional science and technology financial service platform.