| 商业银行顾客满意度研究述评 |
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| 引用本文： | 陆桂琴,王军伟b.商业银行顾客满意度研究述评[J].南京审计学院学报,2012(1):32-37,71. |
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| 作者姓名： | 陆桂琴 王军伟b |
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| 作者单位： | 1. 南京审计学院金融学院,江苏南京,211815
2. 南京审计学院管理学院,江苏南京,211815 |
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| 摘 要： | 在国内外商业银行顾客满意度的相关研究中,顾客满意度测评指标体系设计、指标测评、诊断分析均存在问题。因此,应该根据商业银行业务发展的现状和所处的经营环境科学设置测评指标体系,应该测量各指标的相对满意度而非绝对满意度。
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| 关 键 词： | 商业银行 顾客满意度 顾客忠诚 服务利润链 测评指标体系 |
On the Study of Commercial Banks＇ Customer Satisfaction |
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| Authors: | LU Gui-qin WANG Jun-wei |
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| Institution: | LU Gui-qin,WANG Jun-wei |
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| Abstract: | After a brief review of Commercial Banks’ customer satisfaction research home and abroad,the author finds out that customer satisfaction evaluation index system design,target evaluation,diagnostic analysis are problematic.It is pointed out that the evaluation index system should be designed according to the status of commercial banking business and the business environment,and each index should be measured relatively rather than absolutely. |
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| Keywords: | Commercial Bank customer satisfaction customer loyalty service profit chain evaluation index system |
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