摘要
本文研究了不确定性对服务质量评价的影响,建立了服务质量评价的均值—方差模型,并进行了实证分析和检验。这一模型被应用来对我国主要商业银行的服务质量和顾客满意度进行排序分析,其结果显示银行服务质量的提高应该从服务的平均水平和一致性两个方面来努力。
This paper develops a mean-variance model to investigate the impact of uncertainty on the evaluation of service quality with empirical studies. This model is used to analyze and rank the service quality and customer satisfaction of Chinese commercial banks. Based on this study, the banks mentioned in the article should improve their service quality by increasing both service level and consistency.
出处
《南开管理评论》
CSSCI
2006年第4期4-7,41,共5页
Nankai Business Review
基金
国家自然科学资金资助项目(70229001)
关键词
服务质量
顾客满意度
不确定性
商业银行
Service Quality
Customer Satisfaction
Uncertainty
Retail Banks
