摘要
在理论分析的基础上,选取影响信托理财服务客户满意度的因素指标,构建影响信托理财服务客户满意度的指标体系;运用因子分析方法,研究各二级因素指标对一级因素指标的影响程度,计算各一级指标的因子得分;运用结构方程模型探索各一级因素指标间的影响机制,分析信托理财服务客户满意度的传导路径。实证研究结果显示,客户预期对客户满意度的影响不显著;品牌形象、感知质量、感知价值对客户满意度的影响显著。
Based on theoretical analysis, the paper constructs a customer satisfaction index system of trust financial service by choosing the influential factors. The author studies the influ- ence of secondary influential factors on primary influential factors, and calculates the points of the factors. Structural equation model is used to explore the influential mechanism of the factors, and the transfer pathway of customer satisfaction of trust financial service is analyzed. Empirical results show that customer expectation has insignificant influence on customer satisfaction, while brand image, quality perception and value perception has significant influences.
出处
《云南财经大学学报》
CSSCI
北大核心
2013年第3期98-106,共9页
Journal of Yunnan University of Finance and Economics
关键词
信托理财
客户满意度
影响因素
Trust Financial Service
Customer Satisfaction
Influential Factors
