The measurement of perception interactive quality: A development of a model — Base on empirical analysis of commercial banks of China mainland

摘要

Interactive quality is the key element of quality of service. In this paper, starting point is the quality of services and interactive process theoretical research, basement is SERVQUAL model, with BSQ measurement model, use empirical analysis, do the establishment of an interactive quality measurement model of commercial bank. Using this model, the interaction quality of commercial banks can be evaluated, the existing problems of the quality of its services management can be further pointed out, and appropriate recommendations for improvement can be made too.