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基于模糊IPA分析的移动互联网金融服务质量评价与改进研究
雷新强,纪曼
0
(淮北师范大学 经济与管理学院, 安徽 淮北 235000)
摘要:
在移动互联网金融快速发展的过程中,如何合理分配资源以保证服务质量与成本之间的平衡非常关键。从消费者视角结合互联网金融特点构建的移动互联网金融服务质量的评价指标体系共有6个维度,20个指标。利用模糊IPA分析法,对指标进行分类,可以分为基本型需求、期望型需求和兴奋型需求。对使用过移动互联网金融(翼支付)的用户进行问卷调查发现:便利性、可靠性、移情性和响应性四个维度的部分指标都存在资源投入不足的问题,在APP功能、资讯服务等指标上有投入资源过剩等问题。解决服务质量与成本平衡的问题应该在保证基本服务质量的基础上对资源进行重新分配。
关键词:  移动互联网金融  服务质量  模糊IPA
DOI:10.19747/j.cnki.1009-2463.2020.04.007
基金项目:安徽省教育厅人文社会科学类基地重点项目"乡村振兴背景下农村移动支付发展路径的实证研究"(SK2019A0407);安徽省教育厅人文社会科学研究一般项目"长三角互联网金融产业关联分析与协调机制创新"(2020SK047)
Evaluation and Improvement of Mobile Internet Finance Service Quality Based on Fuzzy IPA Method
LEI Xinqiang,JI Man
(School of Economics and Management, Huaibei Normal University, Huaibei 235000, China)
Abstract:
With the rapid development of mobile Internet finance, how to reasonably allocate resources to ensure the balance between service quality and cost becomes a crucial issue. From the perspective of consumers and in combination with the characteristics of Internet finance, this study establishes an evaluation index system for the mobile Internet finance service quality, which has 6 dimensions and consists of 20 indicators, and adopts the fuzzy IPA method to classify the indicators into three types, including fundamental demand, expecting demand exciting demand. A questionnaire survey of the users who have used the mobile Internet finance Yizhifu shows that some indicators of the four dimensions of convenience, reliability, empathy and responsiveness have the problem of insufficient resource investment, and some indicators like APP function and information service the problem of excessive resource investment. To better balance the service quality and cost, this study suggests that resources should be reallocated under the premise of guaranteeing the basic service quality.
Key words:  mobile Internet finance  service quality  fuzzy IPA

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