对基层商业银行导入客户满意度管理的理性思考  

The Rational Thinking of the Management for the Customer Satisfaction into Grass-roots Commercial Banks

作　　者：宋志强[1] 

机构地区：[1]建设银行山东省分行,山东济南250011

出　　处：《山东行政学院山东省经济管理干部学院学报》2008年第5期55-57,共3页Journal of Shandong Administrative College and Shandong Economic Management Personnel College

摘　　要：现代商业银行正面临激烈的竞争,基层商业银行则是竞争的前沿阵地,而商业银行之间竞争的实质则是客户满意度的竞争,客户满意度的形成和提高不可能一蹴而就,是一个系统工程,需要应用ISO9000质量管理理论和认证体系进行系统的梳理,并坚持正确的方法论,只有如此,才能使现代商业银行在激烈的金融竞争中立于不败之地。Modern commercial banks are facing fierce competition, Grass -roots commercial Bank is the primary competition in the forward position, but the real competition between commercial bank is the competition of customer satisfaction, the formation and the improvement of customer satisfaction cannot succeed instantly. It is a systematic engineering. Applications need to ISO9000 quality management theory and certification system for the carding system, and adhere to the correct methodology, and only so can the modern commercial banks in the fierce competition in the financial invincible.

关 键 词：基层商业银行 客户满意度 ISO9000 

分 类 号：F832.33[经济管理—金融学]