我国商业银行顾客满意理论研究述评  

Reviews on Theory of Chinese Commercial Bank Customer Satisfaction

作　　者：邓小菲[1] 

机构地区：[1]山东大学,山东济南250100

出　　处：《西部金融》2012年第2期63-67,共5页West China Finance

摘　　要：本文从顾客满意的定义、影响因素和满意度模型等方面回顾和总结了20世纪60年代以来国内外学者对顾客满意的关键性研究成果,并重点讨论商业银行顾客满意影响因素及模型的构建,为理解顾客满意的有关理论,进一步进行商业银行顾客满意的研究提供了借鉴。Beginning with the general customer satisfaction theory, the paper reviews and summarizes the key research findings about customer satisfaction since the 1960s made by scholars at home and abroad from the following aspects like the definition of cus- tomer satisfaction, influence factors and satisfaction model. It focuses on the discussion of factors which influence commercial bank customer satisfaction and model construction. The review provides a reference for understanding and further studying of the theories of customer satisfaction.

关 键 词：顾客满意 商业银行 述评 

分 类 号：F830.5[经济管理—金融学]