Customer Satisfaction Analysis of Commercial bank and Exploration of Influencing Factors--An example of Shaoxing Branch of Industrial and Commercial Bank of China
As a commercial bank is a kind of financial services for a purpose of profit, customers are the most important resource; improving customer satisfaction is the key to achieve sustainable development for the bank. The research status of commercial banks is introduced and the definition of customer satisfaction is found, then factors that influence the customer satisfaction and measurement steps for customer satisfaction are analyzed. Shaoxing Branch of Industrial and Commercial Bank of China is taken as an example; the AHP is used to construct a hierarchy of customer satisfaction model, the customer satisfaction scores are obtained through questionnaires and data analysis, and on the base of results the proposals to improve customer satisfaction are put forward.
Commercial banks customer satisfaction influencing factors AHP
Li Xiaoming Chen Jingliang Jiang Aiqing
Shanghai University of science and technology, Shanghai, 200093, China Shaoxing university, Shaoxing Shanghai University of science and technology, Shanghai, 200093, China Shaoxing university, Shaoxing, 312000, China
国际会议
烟台
英文
466-470
2010-08-06（万方平台首次上网日期，不代表论文的发表时间）