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SERVQUAL服务质量模型在网络银行中的应用 被引量:4

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摘要 网络银行发展非常迅速,如何衡量网络银行的服务质量,这是国内外学者关心的一个问题。本文介绍了SERVQUAL模型,这个模型能够较好地测试顾客对网络银行的满意程度,文中也分析了该模型在国内外网络银行的应用及遇到的问题。
作者 丰翔
出处 《厦门广播电视大学学报》 2006年第1期51-56,共6页 Journal of Xiamen Radio & Television University
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共引文献84

同被引文献13

  • 1林景丹,李青原.商业银行个人客户满意度影响因素的实证分析[J].财会通讯(学术版),2007(6):83-85. 被引量:5
  • 2王海忠,于春玲,赵平.银行服务质量与顾客满意度的关系[J].中山大学学报(社会科学版),2006,46(6):107-113. 被引量:29
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