摘要
为确认在商业银行顾客满意度形成过程中是否存在双因素效应,在双因素理论指导下,对国内商业银行服务满意度进行问卷调查,并采用模糊聚类分析法进行评价检验.结果显示,商业银行顾客的满意度更符合双因素理论的描述,并据此提出商业银行应准确区分激励因素与保健因素的对策.
The effect of customers′ satisfaction of various aspects based on motivation-hygiene theory is tested to improve the commercial banks competitive.Firstly,the banks questionnaire were designed and field work were completed,then the satisfaction were appraised with fuzzy-cluster analysis measure.The results show that the phenomena of the satisfaction meet the description of the motivation-hygiene theory and suggestion of commercial banks should distinguish the motivation factors and hygiene factor rightly is put forward.
出处
《西安工程大学学报》
CAS
2011年第4期575-579,共5页
Journal of Xi’an Polytechnic University
基金
陕西省教育厅专项科研计划项目(11JK0129)
关键词
满意度
双因素理论
消费者行为
激励因素
satisfaction
motivation-hygiene theory
customer behavior
motivation factor
