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商业银行客户满意度指标体系分析 被引量:2

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摘要 随着我国金融市场的全面开放、金融管制的放松和市场竞争的加剧,提高客户满意度水平,争夺客户资源已成为银行提升市场竞争力的一个重要手段。本文简述了银行业客户满意度的基本概念及其评价模型,确定了影响银行客户满意度的关键因素。通过综述客户满意度概念、商业银行服务共有的特点、影响商业银行客户满意度的因素比较,试图建立商业银行客户满意度指标体系。
作者 张培源
出处 《市场周刊》 2013年第2期98-99,112,共3页 Market Weekly
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参考文献4

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二级参考文献20

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