证券经纪业务服务质量感知状况的统计分析

The Statistical Analysis of Perception of Service Quality of Securities Brokerage

证券行业是一个特殊服务行业,提供的是无形的金融服务。目前我国证券行业的总体服务质量水平不错。但是,证券公司员工对客户的熟悉程度仍偏低,服务的主动性不强,一定程度上影响到客户的满意程度和客户的忠诚度,亟待改进。

Securities industry is a special, and provides invisible financial service. Presently, securities industry＇s overall service quality is satisfying. But the stuff of securities companies are not quire familiar with the demand of their clients, and the initiative of service should be improved. To some extent, it influences the degrees of the clients satisfaction and royalty.