商业银行顾客满意度的多层次模糊评价研究  

Research on Hierarchical Fuzzy Evaluation for Customer Satisfaction Degree of Commercial Bank

作　　者：刘荣[1] 

机构地区：[1]大连大学经济管理学院,辽宁大连116622

出　　处：《兰州学刊》2010年第6期51-53,共3页

基　　金：辽宁省社科基金。(项目编号:L08BRK006)

摘　　要：运用模糊数学理论在已有的商业银行顾客满意度评价指标体系基础上,提出了一种全新的商业银行顾客满意度评判方法——模糊综合评判法,该方法能够比较客观公正地对商业银行顾客满意度进行评价,为商业银行全面质量管理评估的开展提供新的可行性评价方法,并通过实例验证了该方法的有效性。Based on the construction of evaluating index system for customer satisfaction egree of commercial bank, we propose a method for evaluating customer satisfaction degree of commercial bank hierarchical fuzzy synthetic evaluation model, this method can pass the fair and objective judg- ment on the customer satisfaction degree, and offer a novel feasible method for the all - sided quality administration of commercial bank. For its effect, this method has been tested by an example.

关 键 词：多层次模糊评价 顾客满意度 商业银行 

分 类 号：F830.33[经济管理—金融学]