| 我国商业银行一线网点服务质量研究 |
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| 引用本文： | 温小郑,王曦婕.我国商业银行一线网点服务质量研究[J].北方经贸,2014(12):175-177,179. |
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| 作者姓名： | 温小郑 王曦婕 |
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| 作者单位： | 西安邮电大学,西安,710061 |
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| 摘 要： | 通过构建科学的服务质量评价体系,对国内四类商业银行问卷调查数据,通过信度分析、相关性分析和多元线性分析回归进行实证研究。研究大型银行一线网点服务质量整体情况,并对比各类银行客户满意度的差异,得出结论并提出整合业务流程,强化房产关系,优化服务质量,加强可靠建设的可行性对策。
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| 关 键 词： | 银行一线网点 服务质量 客户满意度 评价模型 |
A Study of Chinese Commercial Bank Networks Service Quality |
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| Wen Xiao-zheng
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Wang Xi-jie.A Study of Chinese Commercial Bank Networks Service Quality[J].Northern Economy and Trade,2014(12):175-177,179. |
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| Authors: | Wen Xiao-zheng Wang Xi-jie |
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| Institution: | (Xi ＂an university of posts and telecommunications,Xi ran 710061) |
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| Abstract: | By constructing a scientific evaluation system of the service quality, the paper analyzes four types of the do- mestic commercial banks＇ questionnaire survey data, through the reliability analysis, correlation analysis and multivariate linear multiple linear regression. Studying the overall bank networks service quality and comparing all kinds of differ- ences of the customers＇ satisfaction, the conclusion and fea- sible suggestions are put forward. |
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| Keywords: | bank network service quality customer satis-faction degree evaluation model |
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