Study on the Customer Satisfaction Index of Chinese Commercial Banks-Take ICBC as Example

摘要：

This thesis made an empirical analysis of influencing factors of customer satisfaction on Chinese commercial banks.In the study a measure and appraisement model for customer satisfaction,which is adaptable to Chinese commercial banks,was designed by theoretical analysis and on the basis of other academiciansrelative study.Meanwhile,the author took ICBC as example to obtain data by survey questionnaires,and verify and modify the model using descriptive statistical and regressive analysis on SPSS.In the end of the paper the author achieved the conclusion and suggestions in order to contribute to the improvement of Chinese commercial bankscustomer satisfaction.

关键词： Customer Satisfaction Index Customer Expectation Customer Loyalty

作者: AN Hexin YANG Yi

作者单位: Central University of Finance Economic P.R.China,100081

会议类型: 国际会议

会议名称: 2008 Summit Internayional Marketing Management Conference(2008国际营销管理首脑会议)

会议地点: 天津

会议语种:英文

页码: 38-42

在线出版日期: 2008-05-01（万方平台首次上网日期，不代表论文的发表时间）