银行顾客排队公平性与行为关系实证研究被引量：2

Empirical study on bank customer queuing justice and behavior

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摘要通过数字100调查网进行为期20天的调查,收回有效问卷484份,具体调查了当前我国银行顾客遭遇的排队不公平现象、顾客排队不公平对银行满意度的影响、排队不公平所引起的顾客行为类型以及顾客不放弃办理业务或转换银行原因,从而弥补了理论界在此问题上的研究不足,有助于推动银行改进排队规则和加强排队管理。 The authors conducted a 20 -day investigation through Digital 100 Website and collected 484 valid copies of questionnaire. The specific investigation involves queuing unfairness encountered by bank customers, the impact of bank customer queuing unfairness on the satisfaction with bank service, the types of customer behavior caused by queuing unfairness and the reasons why customers do not give up banking service or switch to another bank. This study can make up for the inadequate research on this issue in theoretical field and help banks to take measures to improve the queuing rules and strengthen queuing management.

作者张圣亮何苗

机构地区中国科学技术大学管理学院

出处《北京邮电大学学报（社会科学版）》 2008年第6期60-65,75,共7页 Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition)

关键词银行排队公平性顾客行为银行账户 bank queuing justice customer behavior bank account

分类号 F830.4 [经济管理—金融学]

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参考文献14

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