Introducing ACSI Model to Measure Customers Satisfaction for Banking Service

摘要：

Satisfaction theory is the basis of not only establishing customers satisfaction index model,but also the analyzing and evaluating the result of customers satisfaction index measure,customers satisfaction can lead to two basic results: customers complaint and customers loyalty.The author made the customers satisfaction sample investigation to banking in Qinhuangdao city.From the analysis we can get to the conclusion that consumer in our country has strong quality consciousness and recognizing ability to product quality,this is the premises of large-scale customers satisfaction measure in our country and formally promulgate Chinese customers satisfaction index.

关键词： ACSI Model Measure Customers Satisfaction of Banking Qinhuangdao city

作者: SHI BaoJuan ZHAO GuoJie

作者单位: Hebei Polytechnic University,Shandong University of Finance

会议类型: 国际会议

会议名称: 2007 International Conference on Management Science and Engineering(2007管理科学与工程国际学术会议)

会议地点: 河南焦作

会议语种:英文

页码: 1639-1643

在线出版日期: 2007-08-20（万方平台首次上网日期，不代表论文的发表时间）