Research on the Customer Satisfaction Index of Commercial Banks
With the improvement of Chinas banking sector opening to the world, the manage concept about customer satisfaction is more and more deep into peoples minds, and then, how to measure customer satisfaction is getting its concerns from the commercial banks and the financial supervision authorities. Carrying out the research on the customer satisfaction evaluation indicator system plays an important role for both the Government and enterprises. Based on carding the representative model of the Customer Satisfaction Index, using demonstrative methods to build a theoretical model of customer satisfaction evaluation, establish the Customer Satisfaction Index System of evaluation of commercial banks and determine the indicators weight coefficient. Through the application of tests, shows that the index system is the scientific and effective method to survey the Customer Satisfaction of commercial banks, it is an effective means of service management to commercial banks.
customer satisfaction evaluation index system commercial banks
LI Xiurong
School of Business Management, Shandong University of Finance, Jinan, China, 250014
国际会议
2009 International Forum of Human Resource Strategy and Development(2009人力资源战略与开发国际高层论坛)
济南
英文
517-523
2009-10-24（万方平台首次上网日期，不代表论文的发表时间）