银行服务顾客满意度的模糊综合评判

Fuzzy Comprehensive Evaluation of Customer Satisfaction in Finance Service

利用实地调查所得数据,通过建立评价银行服务顾客满意度的模糊综合评判指标体系和数学模型,测评发现某省会城市银行服务顾客满意度偏低,顾客对银行服务不满意的因素主要集中在等待时间长、差错纠正及时性差、合同条款缺乏平等性、服务收费不透明等许多方面。银行必须采取必要的服务补救策略提高银行服务顾客满意度,提升银行竞争力。

Based on the observed data, by building the fuzzy comprehensive appraisal system ＆ mathematical model of customers＇ banking service satisfaction, it has been found that the customer satisfaction of financial enterprises in a big city is poor. However, the main influential factors are too long waiting time, timeliness of fault correction, less equality of contract terms and the opaque of charging, etc. Something ought to be done by the banks to maximize customer＇s satisfaction and to promote enterprise＇s competitiveness effectively.