Research On The Influence Of Customer Participation On Bank Node Intelligent Service Innovation Performance

With the rapid development of the Internet and the opening up of the financial industry,Chinese banks not only have to withstand various business shocks from foreign banks,but also constantly compete with Internet financial enterprises for customer resources.The development of China's banking industry is facing tremendous pressure.Therefore,the use of intelligent technology,increase the strength of service innovation,China's banking industry in the complex and changeable competition to obtain the dominant position of the key.But in practice,as the intelligent service object of bank outlets,the participation of customers in the intelligent transformation of bank outlets is often low,so the intelligent service level of bank outlets is still not high.Based on this,how to stimulate customers to participate in intelligent innovation and improvement of bank outlets to improve the performance of intelligent services has become the focus of academic and practical circles.On the basis of literature review and from the perspective of customer participation in intelligent service innovation of banks,this paper combines the theoretical framework of new industrial model,four-dimensional model of service innovation,ABC framework and so on.Through the questionnaire survey of major banks in Guangzhou,it uses SPSS software to empirically analyze its impact on the intelligent performance of bank outlets.The results show that: first,the degree of customer participation has a significant impact on the innovation of intelligent service of bank outlets,among which "customer participation in advance preparation" and "degree of information exchange with customers" have the greatest impact on the innovation of banking services,and "interpersonal interaction" has not a significant impact on the innovation of banking services.Second,customer participation has a direct impact on the level of intelligent service of bank outlets,mainly through the impact of the path through "pre-preparation" and "relationship building" two dimensions to influence.Thirdly,intelligent service innovation plays an intermediary role in the impact of customer participation on the intelligent service level of bank outlets,but the intermediary effect is a partial intermediary effect,and the ratio of intermediary effect to the total effect is only 22.44%.Finally,combined with the practical situation of intelligent banking outlets,the paper puts forward corresponding countermeasures and suggestions to improve the level of intelligent banking outlets service.