基于QFD的商业银行服务质量影响因素分析

Analysis of Affecting Factors for Commercial Banks' Service Quality Based on QFD

通过改进的SERVQUAL模型设计调查问卷,获取银行客户需求;并基于QFD方法,构建银行客户需求与银行内部技术措施之间的关系矩阵,得出银行技术力量、人员管理、理念建设等影响商业银行服务质量的关键因素。

According to the improved SERVQUAL model, the questionnaire is desig tomer＇s demands. Basis on the of method QFD, the relative matrix that connects th with the banks＇ interval technical measures was built, and the key factors which ned to obtain the cus- e customers＇ demands affect the banks＇ service quality such as the bank＇s technic, staff management and service concepts were commercial obtained.