基于因子与回归分析的商业银行顾客满意度研究——以某上市银行长沙市支行为例

对某上市银行长沙市支行顾客满意度的调查数据进行因子分析，建立以顾客满意度为因变量、公共因子为自变量的回归分析方程，且方程和回归系数分别通过显著性水平为0．01的F检验和t检验。研究表明，对该银行顾客满意的影响，服务质量居首位，银行环境、产品、追踪服务居中间位，价格居末位。据此，提出了具有针对性的对策建议。

Study on Customer Satisfaction of Commercial Banks Based on Factor and Regression Analysis——Empirical Study of Changsha Branch of a Listed Bank

After making the factor analysis to survey data of customer satisfaction about Changsha branch of a listed bank,a regression analysis equation is established to take the customer satisfaction as dependent variable and the public factors as independent.The equation and the regression coefficients passed F and t test at significant level of 0.01 respectively.Research shows that,service quality ranks the first in influence on the customer satisfaction,and then follows banking environment,products and tracking service,with prices in the last place.Accordingly,some countermeasures are put forward.