摘要
本文依据PZB服务质量五维度理论将银行信用卡服务质量维度分为可靠性、响应性、安全性、移情性和增益性,通过实地调研对9家主要商业银行信用卡服务质量现状进行了测评,并利用SPSS统计软件和模糊评价方法,试图找出银行信用卡服务质量关键影响因素,评价各家银行信用卡服务质量水平以及存在的主要差距,进而提出了银行提高信用卡服务质量的对策建议。
The paper divides the service quality of credit card into five detailed aspects： reliability, responsibility, safety, empathy and gain, then ranks the service quality of nine banks according to the questionnaire survey in Hefei. After computing the weight and the score of the detailed aspects of the service quality by SPSS and Fuzzy General Evaluation, it provides some useful advice on improving the service quality of credit card for banks.
关键词
信用卡
服务质量
测评
Credit Card
Service Quality
Evaluation
