在"大智移云"的創新環境下,跨區域與跨界較大的公司實施財務共享服務是提高企業競爭力的首選,但是服務質量管理水平一直是實施和運維財務共享服務中心最受關注的挑戰。本文通過對財務共享服務中心的問卷調查,獲得其服務質量和服務質量差距等數據,采用頻數分析、信度分析及T檢驗得出財務共享服務中心服務質量差距的結果;最后發現客戶較為認可財務共享服務中心服務質量,但其服務質量差距客觀存在,需要持續改進服務質量管理。

Under the"Big Data,Intelligence,Mobile Internet,Cloud Computing"environment for innovation,it is the best choice to implement financial shared services for the inter-regional and cross-border larger companies to improve the competitiveness.The service quality management has always been the largest challenge in it’s implementation and operation.This paper acquires the data of the service quality and service quality gap through doing questionnaire survey to Financial Shared Service Centers.The frequency analysis,reliability analysis and T test are used to get the service quality gap of FSSCs.Finally,it is found that the customer is more recognized the quality of service of FSSCs,but the quality of service gap exists objectively and needs to improve the service quality management continuously.