商业银行顾客满意度诊断系统研究  

The Analysis of the CS Diagnostic System of Commercial Banks

作　　者：宋雪枫[1] 杨朝军[1] 

机构地区：[1]上海交通大学管理学院,上海200052

出　　处：《金融研究》2006年第2期146-151,共6页Journal of Financial Research

基　　金：国家自然科学基金资助(70331001)项目。

摘　　要：随着竞争的加剧、金融管制的放松和信息技术的发展,对客户需求的满足能力是商业银行可持续发展的关键所在。通过发现和消除产生顾客不满的因素,提升顾客的满意水平,正成为商业银行提高竞争力的一个重要手段。文章提出了商业银行顾客满意度诊断系统的概念,将商业银行顾客满意度的诊断信息引入到商业银行内部的经营过程之中,在对这些信息综合分析的基础上,辨识出顾客满意敏感因素,然后通过职能部门的整改,提高商业银行的顾客满意水平,并在此基础上分析了该系统构建过程中应注意的三种协调关系。The ability to meet customers＇ needs is one of the core competences of modem commercial banks. To upgrade the level of customers＇ satisfaction by detecting arid eliminating the dissatisfaction is becoming a means to raise the competenees. The paper brings forward a concept of CS （customer satisfaction） diagnostic system, and introduces the appraisal information from customers into the managenment of banks. Based on the analysis of the information, CS sensitivity factors are identified, and the bank management could take some actions to upgrade the level of CS. At last, this paper analyzes three relations in the construction of CS diagnostic system.

关 键 词：商业银行 顾客满意度诊断系统 顾客满意敏感因素 

分 类 号：F832.2[经济管理—金融学]