Financial Sharing Service Quality: Evidence from X Company

Abstract

This studies aims to analyze the quality of financial sharing services using SERVQUAL measurement method and make suggestions to improve the quality of financial sharing services. The research takes the theory of process re-engineering as the theoretical framework. Referring to the SERVQUAL measurement method of service quality research, this paper selects the reliability, responsiveness, guarantee and empathy factors. According to the actual development of financial sharing service in the Chinese market, an internal control factor is added, forming 5 factors affecting the quality of financial sharing service. The sample was 246 employees from the X Company Financial Shared Services Center. The basic information of the survey includes age, working hours, and educational background. This study found that the employees of the Financial Sharing Service Center of X Company agreed that the obvious factors affecting the quality of the financial sharing service were responsiveness and guarantee, followed by empathy, internal control and reliability. However, there is no different level of service quality between age groups, work time, and education level. It is suggested that enterprises pay attention to responsiveness and guarantee in the implementation of financial sharing services, ensure the business processing efficiency and salary level of the financial sharing service center personnel, and then ensure that the efficiency and results of the financial sharing service system meet the development requirements of the company.