商业银行客户满意度影响因素研究  

The Research on Factors Affecting Commercial Bank’s Customer Satisfaction Ratio

作　　者：李桂琴[1] 仲伟俊[1] 

机构地区：[1]东南大学经济管理学院,江苏南京210096

出　　处：《南京理工大学学报（社会科学版）》2008年第4期57-64,共8页Journal of Nanjing University of Science and Technology：Social Sciences

摘　　要：商业银行是以盈利为目的的金融服务企业,只有提高客户满意度,才能获得持久稳定的获利,从而提高核心竞争力。不同的行业影响客户满意度的因素不同,商业银行的客户满意度主要受金融服务、银行的可靠性、新产品的推出速度和价格的影响,即SRTC是商业银行客户满意度的影响因素,这是由商业银行的基因特征决定的。As a financial service provider, the most important goal of a commercial bank is to profit maximization. Increasing customer satisfaction ratio is the foundation of continuous and stable profit; it is located in the heart of core competitive advantages. For different businesses, the factors affecting customer satisfaction rate are not identical The factors influencing commercial bank＇s customer satisfaction include services provided, reliability, time and cost of new products （ SRTC ） . All these factors are determined by the basic characteristics of commercial banks.

关 键 词：商业银行 客户满意度 核心竞争力 

分 类 号：F124[经济管理—世界经济]