商業銀行在國家經濟以及人民生活當中扮演著極其重要的角色。隨著買房市場的到來，中國的消費者不在拘泥于尋找低價優質的商品或是服務，反而越來越重視商品的服務品質。因此在如此...
商業銀行在國家經濟以及人民生活當中扮演著極其重要的角色。隨著買房市場的到來，中國的消費者不在拘泥于尋找低價優質的商品或是服務，反而越來越重視商品的服務品質。因此在如此激烈的競爭當中，國有商業銀行想要取得競爭優勢的話，必須將注意力集中于服務經營管理。服務經營管理的核心便是顧客滿足度，顧客信任，以及行為意圖；想要提高顧客滿意度和顧客信任的話，首先的要務便是提升服務質量。
另一方面，隨著情報通訊技術的高速發展，中國國有商業銀行的自動化服務品質也得到了較快的發展，如網絡銀行，電話銀行以及自助取款機服務。
商業銀行作為服務性行業，服務品質的重要性無論再怎麼強調都不為過。有許多國內外的先行探讨關注與銀行的傳統服務品質，卻很少有論文探讨銀行的技術基礎自動化服務品質，如網絡銀行，電話銀行，以及自動取款機等。
本探讨從服務品質入手，立志于探讨服務品質，顧客滿足度，信任以及顧客行為意圖等因素之間的相關關係，服務品質對於顧客滿足度和信任的影響，韩语毕业论文，以及顧客滿足度和信任對於顧客行為意圖的影響。在本探讨中所提及的服務品質不僅包含了傳統的服務品質如相互影响品質，物理環境品質，結果品質，也同時探讨了技術基礎自動化服務品質。
考慮到中國商業銀行市場佔有率和調查的難度，在本探讨中選取4個中國國有商業銀行為探讨對象。它們分別是 ‘中國工商銀行’， ‘中國農業銀行’， ‘中國銀行’， 以及 ‘中國建設銀行’。
基於以上提出的探讨目，本探讨以中國江蘇省國有商業銀行零售業務顧客為樣本。在學習和整理先行探讨和既存文獻資料的基礎之上，確立了中國國有商業銀行服務品質模型以及探讨框架。隨機向江蘇地區使用4大國有商業銀行零售業的務顧客派發了500份問題集，其中總計獲得了459份有效樣本。
利用統計道具SPSS 18.0和 AMOS20.0，本研檢驗了包括，韩语论文题目，信賴度略论，因子略论，相關關係略论，回歸略论以及結構方程式。得出以下結論。
（1）通過探究性因子略论，本論文確立了新的國有商業銀行服務品質的測量量錶。測量量錶包括25個問項和4個因子：其中相互影响品質（10 問項），物理環境品質（5 問項），結果品質（6 問項），服務基礎自動化服務品質（4 問項）。
（2）服務品質的每一個問項對於顧客滿足度和信任都有著正向的顯著性影響。
（3）顧客滿足度對於信任有著正向的顯著性影響。
（4）顧客滿足和信任對於顧客行為意圖都有著正向的顯著性影響。
Commercial Banking plays a very important role in the chinese national economy and the people's lifehood. With the arrival of the era of Buy's Market Chinese customer are no longer stay at just seeking cheap price products or services, but more and mo...
Commercial Banking plays a very important role in the chinese national economy and the people's lifehood. With the arrival of the era of Buy's Market Chinese customer are no longer stay at just seeking cheap price products or services, but more and more concerning about service quality. Therefore, if State-Owned commercial Banks want to obtain competitive advantage in the strong competition, managers of the state-owned commercial banks must pay attention to service marketing management. The core philosophies of service marketing management are customer satisfaction, trust, and behavior intention; however, to improve the customer satisfaction and trust, the primary factor is to improve the service quality.
On the other hand, with the rapid development of information and communication technology, Chinese state-owned commercial bank's technology based self services has also been a rapid development, such as internet banking, telephone banking, and ATM(Automatic Teller Machine).
Commercial banks belong to the service industry, it's can't be too emphasize with the service quality. There are many abroad and domestic pre-literatures on the traditional service quality of the commercial banks, but only few researcher are focus on the service quality of technology based self-service like internet banking, telephone banking and ATM.
This research focuses of the relationship between the factors of service quality, customer satisfaction, trust and customer behavior intention. The influence of service quality on customer satisfaction and trust, and the influence of satisfaction and trust on the behavior intention. In this research commercial bank's service quality is not only include traditional service quality like interaction service quality, physical environment service quality, outcome quality but also research the technology based self service(TBSS).
Take account of China commercial bank's market share and difficulty of the survey. In this study four stat-owned commercial banks as the research objectives. That is 'Industrial and commercial Bank of China', 'Agricultural Bank of China', 'Bank of China Limited', 'Constructions Bank of China'.
Based on the above objectives, this study take retail customers of state-owned commercial banks in Jiangsu province as sample. Based on reviews and studies many pre-research and related literatures, then proposes new service quality model of state-owned commercial banks and research framework. A total of 500 questionnaires were randomly distributed to the retail customers of four state-owned commercial banks in Jiangsu, and valid were 459.
With the help of SPSS 18.0 and Amos 20.0, this research conducts reliability analysis, factor analysis, correlation analysis, regression analysis. and SEM(Structural Equation Model). Then came to the following conclusions:
(1)By using the exploratory factor analysis, in this research developed the new measurement scales of the perceived service quality in state-owned commercial banking services. The proposed scale comprises a 25 items which span 4 dimensions: interaction service quality(10 items), physical environment service quality(5 items), outcome quality(6 items), technology based self service quality(4 items).
(2)Each dimensions of the perceived service quality positively and significantly influence customer satisfaction and turst.
(3)Customer satisfaction positively and significantly influences trust.
(4)Customer satisfaction and trust positively and significantly influences the behavior intention.
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