【摘要】：我國(guó)P2P模式網(wǎng)絡(luò)借貸平臺(tái)業(yè)務(wù)在部分人手上有了一定的閑置資金，傳統(tǒng)銀行不能夠滿足中小企業(yè)的融資需求，個(gè)人消費(fèi)以及投資的需求，隨著計(jì)算機(jī)應(yīng)用的普及現(xiàn)代信息科技的迅猛發(fā)展情況下應(yīng)運(yùn)而生。我國(guó)的網(wǎng)絡(luò)借貸平臺(tái)正處在爆棚式的發(fā)展和高度競(jìng)爭(zhēng)的環(huán)境下，要想獲得更高收益并占有更多的市場(chǎng)份額，網(wǎng)絡(luò)借貸平臺(tái)不僅僅要為出借人與借款人或者中小企業(yè)提供更多的信息服務(wù)和投資安全保障，更要從根本上提高平臺(tái)的核心服務(wù)競(jìng)爭(zhēng)力，即提高顧客滿意度。 影響網(wǎng)絡(luò)借貸平臺(tái)滿意度的因素是多方面的，，通過對(duì)這些因素進(jìn)行研究，不僅能增加網(wǎng)絡(luò)借貸用戶的數(shù)量，降低中小企業(yè)的融資成本，同時(shí)也為網(wǎng)絡(luò)借貸平臺(tái)為客戶加強(qiáng)金融服務(wù)提供理論方向。本文對(duì)國(guó)內(nèi)外顧客滿意度文獻(xiàn)的閱讀和研究，并且對(duì)國(guó)內(nèi)外關(guān)于P2P模式網(wǎng)絡(luò)借貸研究進(jìn)行分析總結(jié)，構(gòu)建了目前我國(guó)的P2P網(wǎng)絡(luò)借貸顧客滿意度模型。數(shù)據(jù)的收集主要是通過借鑒國(guó)外成熟滿意度量表，結(jié)合我國(guó)目前P2P網(wǎng)絡(luò)借貸平臺(tái)的特征，設(shè)計(jì)調(diào)查問卷，并向特定的有過網(wǎng)絡(luò)借貸的人群發(fā)放問卷調(diào)查鏈接。 本文采用結(jié)構(gòu)方程模型對(duì)顧客滿意度進(jìn)行研究，運(yùn)行AMOS20.0對(duì)模型中各潛變量之間的路徑系數(shù)進(jìn)行了估計(jì)，并且運(yùn)行結(jié)果顯示各項(xiàng)擬合指標(biāo)都符合要求，模型和數(shù)據(jù)匹配良好。同時(shí)也證明了無(wú)論是從理論還是在實(shí)踐角度上，本文研究的模型都是有意義的。本文在傳統(tǒng)顧客滿意度指數(shù)模型的基礎(chǔ)上添加了頁(yè)面設(shè)計(jì)、客服人員的態(tài)度和信息透明度三個(gè)前因變量，實(shí)證研究的結(jié)果證實(shí)了它們對(duì)顧客滿意的影響作用。通過本文的撰寫，一方面，使我們能夠從理論的高度對(duì)P2P網(wǎng)絡(luò)借貸平臺(tái)業(yè)務(wù)有一個(gè)清晰的認(rèn)識(shí)，并對(duì)此進(jìn)行思考，制定較為科學(xué)的、可持續(xù)發(fā)展的網(wǎng)絡(luò)借貸業(yè)平臺(tái)；另一方面，也為提高網(wǎng)絡(luò)借貸平臺(tái)顧客滿意度提出了相應(yīng)的建議。
[Abstract]:China's P2P network lending platform business has a certain amount of idle funds in the hands of some people, traditional banks can not meet the financing needs of small and medium-sized enterprises, personal consumption and investment needs. With the popularization of computer applications, the rapid development of modern information technology emerges as the times require. The network lending platform of our country is in the environment of development and high competition, in order to obtain higher income and occupy more market share, the network lending platform of our country is in the environment of development and high competition. The network lending platform should not only provide more information services and investment security for lenders and borrowers or small and medium-sized enterprises, but also fundamentally improve the core service competitiveness of the platform, that is, improve customer satisfaction. There are many factors influencing the satisfaction of network lending platform. By studying these factors, we can not only increase the number of network lending users, but also reduce the financing cost of small and medium-sized enterprises. At the same time also for the network lending platform for customers to strengthen financial services to provide a theoretical direction. In this paper, the domestic and foreign customer satisfaction literature reading and research, and domestic and foreign research on P2P model of network lending is analyzed and summarized, and the current P2P network lending customer satisfaction model is constructed in our country. The data collection is mainly through drawing lessons from foreign maturity satisfaction scale, combining the characteristics of P2P network lending platform in our country, designing the questionnaire, and issuing the questionnaire link to the specific people who have had the network loan. In this paper, the structure equation model is used to study the customer satisfaction degree. The path coefficients among the latent variables in the model are estimated by running AMOS20.0, and the running results show that all the fitting indexes meet the requirements and the model and the data match well. At the same time, it is proved that the model studied in this paper is meaningful both in theory and in practice. Based on the traditional customer satisfaction index model, this paper adds three pre-dependent variables: page design, customer service staff attitude and information transparency. The results of empirical research confirm their impact on customer satisfaction. Through the writing of this paper, on the one hand, we can have a clear understanding of P2P network lending platform business from the theoretical point of view, and think about this, to formulate a more scientific, sustainable development of the network lending industry platform; On the other hand, it also puts forward some suggestions to improve the customer satisfaction of the network lending platform.
【學(xué)位授予單位】：哈爾濱工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F724.6;F832.4

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