商业银行个人理财服务客户满意度的评价问题研究

Evaluate Study of Customer Satisfaction in Personal Financial Service of Commercial Banks

商业银行个人理财服务部门的竞争已经转变为以客户为中心。本文根据客户满意度理论,结合我国商业银行个人理财服务的特点设计一个全新的评价指标体系。本文采用层次分析法和模糊综合评价相结合的方法进行分析研究,用实证分析证明评价模型的有效性。

Competition of personal financial services sector in commercial banks has been transformed into a customer-centric.This article based on customer satisfaction,combined with our personal financial services,commercial banks,and for designing a new evaluation index system.This paper made analysis by combining analytic hierarchy process and fuzzy comprehensive evaluation method,used empirical analysis to prove the effectiveness evaluation model.