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信用卡APP渐成股份制银行“标配” 用户满意度迥异

2017-09-16 07:41:47   中国经济网

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■本报记者 吉雪娇

从金融理财服务,到本地生活服务,随着信用卡用户的快速增长,如何配备更多的增值服务也成为对于银行的考验。而作为信用卡服务与持卡人间的“媒介”,信用卡APP也被寄予厚望。

目前,中国银行、建设银行两家国有银行以及绝大多数大型股份制银行已布局信用卡APP。与此同时,其用户也呈现出快速增长的趋势。据艾瑞咨询统计,从2016年初至今,我国信用卡类APP用户总量已经从2600多万增加到月3800万。不过,总体满意度来看,各大银行的信用卡APP用户总满意度则差异明显。

民生信用卡:总体满意度夺冠

据艾瑞咨询调查,从单个APP的用户体量来看,招商银行“掌上生活”的用户体量远超其他APP,并与交通银行“买单吧”形成月独立设备数突破500万的第一集团;中信银行“动卡空间”和平安银行“平安口袋银行”月独立设备数都在三至四百万左右,形成第二集团;其他银行的信用卡APP如浦发银行“浦大喜奔”、光大银行“阳光惠生活”等月独立设备数量未过百万,作为第三集团紧随其后。

而从用户对信用卡APP的评价来看,艾瑞咨询各大银行的信用卡APP的用户总满意度差异明显,其中民生银行“民生信用卡”、中信银行“动卡空间”和建设银行“龙行四海”的总体满意度较高,名列前三位。满意度评分在8.12分以上。而广发银行“发现精彩”满意度评分则相对较低,为7.67分。

理财服务评价:掌上生活居首

作为理财的方式之一,信用卡持卡人往往对于金融产品和理财服务较为关注。据艾瑞咨询调查,当前金融产品和理财服务模块主要包括基金、保险、黄金、股票和贷款等服务。掌上生活在此模块表现最佳,用户评价最高,除了掌上生活,龙行四海和动卡空间在操作和美工设计方面排名也相对靠前,其中动卡空间在金融理财服务的内容丰富程度和操作便捷度上得分较高,使得其总体排名第二。

而在生活便捷服务模块,即手机充值、水电物业费、交通罚款等利民服务来看,艾瑞咨询测评显示,龙行四海在这一模块表现较为突出,掌上生活和动卡空间在这项服务中的总评价也较为靠前。“由于龙行四海在这一块的操作设计和内容质量管控上做的较好,所以优势比较明显。”艾瑞咨询指出,“而动卡空间和掌上生活则分别在操作美工和内容运营上排名位置靠前。”

此外,在出境旅游、机票酒店预订等旅游出行服务中,各信用卡APP在内容运营和美工操作上差距较大。艾瑞咨询调查结果显示,阳光惠生活、民生信用卡和掌上生活的评价名列前三,形成了第一集团,其中阳光惠生活内容质量管控及丰富程度和美工方面评价较高;第二集团的动卡空间和龙行四海总体评价并列第四、五位,但动卡空间在操作和设计上轻微胜出。

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