| 银行个人客户的满意研究 |
| |
| 引用本文： | 于丹,董大海,赵玥,王磊.银行个人客户的满意研究[J].预测,2006,25(1):47-51,55. |
| |
| 作者姓名： | 于丹 董大海 赵玥 王磊 |
| |
| 作者单位： | 大连理工大学,管理学院,大连,116024 |
| |
| 摘 要： | 个人客户作为银行客户的重要组成部分，提高其对银行的满意程度，保持其相对稳定性对每个银行的发展部是尤为重要的。本文结合定性与定量的研究方法分析了影响个人客户的满意程度的因素。研究结果表明柜台人员服务、银行的形象、银行业务的种类和数量、银行的便利性和手续费与利率的结构是影响个人客户满意程度的主要因素。在此基础上，本文比较国内几大银行在这些重要因素上的表现，并给出了提高银行个人客户满意程度的具体建议。
|
| 关 键 词： | 顾客满意 顾客保留 银行个人客户 |
| 文章编号： | 1003-5192（2006）-01-0047-05 |
| 收稿时间： | 2005-05-22 |
| 修稿时间： | 2005-05-22 |
The Satisfaction Study of Bank's Individual Customers in China |
| |
| YU Dan,DONG Da-hai,ZHAO Yue,WANG lei.The Satisfaction Study of Bank''''s Individual Customers in China[J].Forecasting,2006,25(1):47-51,55. |
| |
| Authors: | YU Dan DONG Da-hai ZHAO Yue WANG lei |
| |
| Institution: | School of Management, Dalian University of Techology Dalian 116024, China |
| |
| Abstract: | Individual customer is one part of the most important customer resources of a bank.For the development of a bank,it is very important to improve their individual customers' satisfaction with the bank and retain them.Firstly,this article finds and analyses some factors that affect individual customer satisfaction with a bank through literature review and depth interview.The result reveals that service of stuffs in counter,the image of a bank,the categories and quantities of bank's business,the convenience of a bank,the composing of the interest rate and commission charge are the antecedences of individual customers' satisfaction with a bank.Moreover this paper compares performances of a few banks that are in first five banks in China on the five factors mentioned above,and gives some advice for those banks. |
| |
| Keywords: | customer satisfaction customer retention bank's individual customer |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
|
