An Empirical Study on Customer Satisfaction with Personal Business in Commercial Bank

摘要：

With the severe competition in financial industry, improvement on customer satisfaction has become one of the most important measures for domestic commercial banks to enforce their competitiveness. Based on the theory of customer satisfaction, customer perceived value and the quadrant diagram model, this paper, by means of an empirical research, makes an investigation and analysis of customer satisfaction with commercial banks’ personal business in banking in China from such aspects as service attribute, service quality and service image The dimensions and ten customer satisfaction measure indexes. Meanwhile, all the indices are screened on the basis of the quadrant diagram model and on measurement of perceived value and expectations, and the research results show that some factors defined as waiting time, service attitude and complaints handling fall on the patch area, which results in lower whole service satisfaction of commercial banks’ personal business.

作者: Shen Lu Liu Mingfei

作者单位: School of Management,Wuhan University of Technology,Wuhan,P.R.China,430070

会议类型: 国际会议

会议名称: The 7th International Conference on Innovation and Management(第七届创新与管理国际会议 ICIM 2010)

会议地点: 武汉

会议语种:英文

页码: 928-931

在线出版日期: 2010-12-04（万方平台首次上网日期，不代表论文的发表时间）