【摘要】：近年來,在需求及政策的推動作用下,第三移動支付快速發(fā)展,層出不窮的第三方移動支付服務(wù)背后,服務(wù)質(zhì)量問題也越來越受到關(guān)注,不斷有學(xué)者對目前第三方移動支付的質(zhì)量問題進(jìn)行研究。然而,這些研究大都不注重服務(wù)的過程,缺乏系統(tǒng)性。從個人的角度來看,真正基于服務(wù)過程的第三方移動支付服務(wù)質(zhì)量的研究還很少。所以本文提出,基于服務(wù)過程對第三方移動支付的服務(wù)質(zhì)量改善進(jìn)行研究,既可以填補(bǔ)目前第三方移動支付服務(wù)質(zhì)量研究的不足,也具有理論和實(shí)際應(yīng)用價值。為實(shí)現(xiàn)對第三方移動支付的改善問題進(jìn)行研究,本文主要引用了三個理論,即服務(wù)質(zhì)量的三因素理論,六西格瑪管理理論和顧客滿意度研究。服務(wù)質(zhì)量的三因素理論從服務(wù)的產(chǎn)品、服務(wù)的傳遞及服務(wù)的環(huán)境三個方面為第三方移動支付的服務(wù)質(zhì)量的因素選取提供了理論依據(jù);六西格瑪管理的DMAIC流程管理理念為實(shí)際的改善流程提供了指導(dǎo);顧客滿意度研究為服務(wù)質(zhì)量的測量因素與顧客滿意度之間的關(guān)系假設(shè)提供了理論依據(jù)。在實(shí)際方法應(yīng)用方面,本文在現(xiàn)實(shí)觀察和文獻(xiàn)研究的基礎(chǔ)上,使用服務(wù)藍(lán)圖技術(shù)對第三方移動支付的服務(wù)過程進(jìn)行了具體的描繪,并根據(jù)描繪的結(jié)果將服務(wù)過程劃分為準(zhǔn)備階、決策、傳遞及消費(fèi)三個階段;根據(jù)各個階段的具體的工作內(nèi)容,運(yùn)用三因素理論從服務(wù)產(chǎn)品、服務(wù)傳遞和服務(wù)環(huán)境三個方面選取了9個測量因素,建立了具體的測量模型,并使用結(jié)構(gòu)方程的方法驗(yàn)證了測量模型的合理性,證明了服務(wù)產(chǎn)品、服務(wù)傳遞、服務(wù)環(huán)境與顧客滿意度之間的因果關(guān)系。而后,從第三方移動支付服務(wù)發(fā)展的客觀實(shí)際出發(fā),對服務(wù)產(chǎn)品、服務(wù)傳遞和服務(wù)環(huán)境提出有針對性的改進(jìn)建議,給出切合實(shí)際的改善控制原則和內(nèi)容。在文章的最后,本文總結(jié)了各個階段的成果,指出了研究的不足之處,提出了第三方移動支付服務(wù)質(zhì)量改善研究的展望。
[Abstract]:In recent years, driven by the demand and policy, the third mobile payment has developed rapidly. Behind the endless third party mobile payment service, the quality of service has been paid more and more attention. There are more and more scholars studying the quality of third-party mobile payment. However, most of these studies do not focus on the process of service, lack of systematic. From a personal point of view, there is little research on the quality of third party mobile payment based on service process. Therefore, this paper proposes that the research on the improvement of service quality of third-party mobile payment based on service process can not only fill the deficiency of the current research on the quality of service of third-party mobile payment, but also have theoretical and practical application value. In order to realize the research on the improvement of third-party mobile payment, this paper mainly cites three theories, namely, the three-factor theory of service quality, the six Sigma management theory and the research of customer satisfaction. The three-factor theory of service quality provides a theoretical basis for the selection of service quality factors of third-party mobile payment from three aspects: the product of service, the delivery of service and the environment of service. The DMAIC process management concept of six Sigma management provides guidance for the actual improvement of the process, and the research of customer satisfaction provides a theoretical basis for the hypothesis of the relationship between the measurement factors of quality of service and customer satisfaction. In the practical application aspect, based on the actual observation and the literature research, this paper describes the service process of the third party mobile payment by using the service blueprint technology, and divides the service process into the preparation level according to the description result. According to the specific work content of each stage, nine measuring factors are selected from three aspects of service product, service delivery and service environment, and a specific measurement model is established. The structural equation method is used to verify the rationality of the measurement model, and the causality between service product, service delivery, service environment and customer satisfaction is proved. Then, based on the objective reality of the development of third-party mobile payment service, the paper puts forward some suggestions for improvement of service products, service delivery and service environment, and gives the practical improvement control principles and contents. At the end of the paper, this paper summarizes the results of each stage, points out the shortcomings of the research, and puts forward the prospect of improving the service quality of third-party mobile payment.
【學(xué)位授予單位】：成都理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F724.6;F832.2

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