我国零售银行业顾客满意度指数测评方法研究

Study on the Measuring Method of Customer Satisfaction in Retail Banking Industry

顾客满意度指数测评是以顾客满意为最终标准的新的管理理念的一种体现。论文在分析国外顾客满意度指数测评的基础上,提出了我国零售银行业顾客满意度指数指标体系建立和测评方法,并进一步论述了我国零售银行业进行顾客满意度指数测评的重要意义。

Customer satisfaction measurement index embodies the management thinking that takes the customer satisfaction as the ultimate standard. This paper reviews the measurement of customer satisfaction abroad, puts forward a method of building an index system measuring customer satisfaction, and discusses the importance of customer satisfaction index measurement in retail banking industry in China.