Research On FSSC Service Quality Evaluation Based On Gronroos Theory

With the expansion of the scale of enterprises and the development of information technology,the financial processing model featuring financial decentralization,repeated labor,and low efficiency has been unable to meet the needs of enterprise development.In order to reduce the management cost of enterprises,many large enterprises have begun to establish FSSC.According to the 2018 A-share research report on FSSC in China,64.58% of enterprises with a size of more than 5,000 have already established FSSC,and 45.33% of large enterprises are still improving FSSC.Therefore,the financial shared service model has been widely used in Chinese enterprises.With the development of new technologies such as big data,cloud computing,and mobile Internet,FSSC has become a necessary choice for large companies to improve their core competitiveness.Although FSSC has advantages in improving efficiency and reducing costs,but the quality of FSSC service of some enterprises affects the actual role of FSSC,which has become the most concerned challenge in the implementation and operation of FSSC.The quality of FSSC's service is affected by many factors.The quality of its service is directly related to the sustainable and healthy development of FSSC.Therefore,in this case,it is necessary to study the service quality of FSSC.This article collects and collates domestic and foreign literature related to FSSC and service quality,and explores the main factors affecting FSSC service quality through expert interviews and practice surveys.By studying the related theories of service quality evaluation,this paper draws on Gronroos' customer perception of service quality theory,establishes a theoretical model of FSSC service quality rating,and evaluates FSSC service quality from two aspects: technical quality and functional quality.Through expert interviews and interviews,determine the scale items,design the FSSC service quality survey questionnaire,use SPSS software to analyze the collected data,and through reliability analysis and validity analysis,determine professionalism,efficiency,reliability,The six evaluation dimensions of tangibility,responsiveness,and friendliness,and twenty evaluation indicators,adopting the analytic hierarchy process and entropy method,comprehensively calculate the weight of each evaluation dimension and evaluation index to form a multi-level and multi-dimensional evaluation index system.Based on the constructed FSSC service quality evaluation index system,this paperselects M enterprise as a case enterprise and uses fuzzy comprehensive evaluation method to study the FSSC service quality of M enterprise.The study found that the service quality of M enterprise is only in the efficiency dimension and responsiveness.The evaluation level of the dimension is satisfaction,and the evaluations of the other four dimensions belong to the general level.The overall service quality of the FSSC of the M enterprise has not reached the satisfactory level,which indicates that the service quality of the FSSC needs to be improved.This paper starts from the six evaluation dimensions and proposes the FSSC service quality Corresponding countermeasures for level improvement.