商业银行中小企业金融服务满意度因素分析——基于民生银行中小企业样本客户的比较研究  

An Analysis of Satisfaction Factors in SME Financial Service of Commercial Banks——A Comparative Research based on the Samples of CMBC SME Clients

作　　者：段丽[1,2] 汪兴隆[3] 

机构地区：[1]湖南大学工商管理学院,湖南长沙410012 [2]湖南财政经济学院,湖南长沙410205 [3]北京大学光华管理学院,北京100071

出　　处：《华东经济管理》2012年第12期57-60,共4页East China Economic Management

摘　　要：中小企业融资难表象的背后是商业银行并不真正了解中小企业金融服务需求特征,并在此基础上明确采取差异化的竞争行为来获取一个能"覆盖风险的收益"。基于一项民生银行中小企业样本客户的调研,采用客户满意度研究模型,对我国国有、股份制、城市商业银行在服务渠道、服务效率、产品种类、产品价格四个一级指标项下影响中小企业金融服务满意度因素进行了比较分析。The deep reason for the SME financing difficulties is that our commercial banks don’t really know the characteris tics of the SME financial needs,therefore they can’t take a different strategy to achieve a ＂risk-covered revenue＂.Based on a survey of the CMBC SME sample clients,this paper uses the client satisfaction research model to conduct a comparative analy sis of the satisfaction factors in the SME financial service in our state-owned banks,shareholding commercial banks and city commercial banks under the four first-level indexes of service channel,service efficiency,product variety and product price.

关 键 词：商业银行 中小企业金融服务 满意度因素 

分 类 号：F822[经济管理—财政学]