联系我们

论文查询结果	返回搜索

论文编号：	14008
作者编号：	2120213374
上传时间：	2023/6/7 16:08:15
中文题目：	H 消费金融公司服务质量改进研究
英文题目：	Research on Service Quality Improvement of H Consumer Finance Company
指导老师：	杨坤
中文关键字：	服务质量；消费金融；服务质量改进；服务蓝图；顾客满意度
英文关键字：	Service quality; Consumer finance; Service quality improvement;Service blueprint; Customer satisfaction
中文摘要：	进入21世纪以来，我国消费贷款规模呈现出强势增长势头，但受新冠疫情影响，使得原本处于高位增长的消费金融承压，出现了负增长现象。但随着国家稳经济一系列政策措施出台，居民就业和收入形势好转，消费正在逐步恢复。消费金融公司作为消费金融市场的主要参与主体一直保持高速发展，截至2021年底，我国消费金融公司数量增至30家，行业竞争的不断加剧，使我国消费金融行业呈现出强者越强、弱者越弱的“马太效应”。另一方面，消费金融行业政策密集出台，我国消费金融行业进入存量整治与规范监管的时代。H消费金融公司作为一家城市商业银行注资主导的消费金融公司，一直坚持“小而精”的发展路径，在“强服务促发展”的方向引领下，服务能力和业务水平一直在稳步提升，但盈利性较为一般，仍与招联等头部消费金融公司差距较大，并不具备很强的品牌影响力。加之近几年在强监管的环境下，公司投诉量激增，严重影响客户体验，给企业诚信度和形象带来一定影响。如何改进公司服务质量，提高客户满意度，增加客户对企业的信任，是摆在企业面前的首要问题。 本文首先对服务质量相关理论及相关文献进行了阐述。其次，通过H消费金融公司服务质量现状的介绍，对H消费金融公司服务蓝图的现状进行梳理，重点识别服务蓝图中的关键点以及主要节点。第三，通过采用问卷调查法，对H消费金融公司服务质量现状开展客户满意度调查，识别出导致客户满意度低的因素，并用鱼骨图梳理了影响服务质量的成因。第四，对H消费金融公司服务质量提出改进建议。最后本文针对H消费金融公司服务质量改进策略提出了相对应的保障措施。 本文研究结果，旨在通过对H消费金融公司服务质量改进，增强客户的体验感，增加客户对企业的信任，提高客户满意度，提升公司的核心竞争力，为企业的长远发展奠定坚实的基础。
英文摘要：	Since the beginning of the 21st century, the scale of consumer loans has shown a strong growth momentum, but the impact of the COVID-19 pandemic has put pressure on consumer finance, which had been growing at a high level, and turned negative. However, with the introduction of a series of policies and measures to stabilize the economy, the employment and income situation of residents has improved, and consumption is gradually recovering. Consumer finance companies, as the main participants in the consumer finance market, have maintained rapid development. By the end of 2021, the number of consumer finance companies in China has increased to 30. With the continuous intensification of industry competition, China's consumer finance industry presents a "Matthew effect" in which the strong become stronger and the weak become weaker. On the other hand, consumer finance industry policies were introduced, and consumer finance industry in our country has entered an era of improvement and regulation of stock. As a consumer finance company funded by a city commercial bank, H consumer Finance Company has always adhered to the development path of "small and refined". Under the direction of "strong service promotes development", its service ability and business level have been steadily improved, but its profitability is relatively average, and there is still a big gap with Zhaolian and other leading consumer finance companies, so it does not have a strong brand influence. In addition, in recent years, under the environment of strong supervision, the number of complaints of the company has soared, which has seriously affected the customer experience and brought a certain impact on the integrity and image of the enterprise. How to improve the company's service quality, improve customer satisfaction, and increase customer trust in the enterprise is the primary issue facing the enterprise. At first, this thesis expounds the theory of service quality and related literature.Secondly, the status quo of H consumer finance company's service blueprint is sorted out, focusing on identifying key points and main nodes in the service blueprint. Thirdly, questionnaire survey is adopted to investigate the customer satisfaction of the existing service process of H consumer finance Company, identify the factors leading to low customer satisfaction, and comb out the causes affecting the service quality with fishbone diagram. Fourthly, it puts forward suggestions for improving the service quality of H consumer finance Company. Finally, this thesis puts forward corresponding safeguard measures for H consumer finance company's service quality improvement strategy. The research results of this thesis aim to improve the service quality of H consumer Finance Company, enhance customers' sense of experience, increase customers' trust in the company, improve customer satisfaction, enhance the company's core competitiveness, and lay a solid foundation for the company's long-term development.
查看全文：	预览  下载(下载需要进行登录)