【摘要】：隨著利率市場(chǎng)化的持續(xù)推進(jìn)以及金融危機(jī)的影響,未來(lái)商業(yè)銀行零售業(yè)務(wù)將日益重要,零售業(yè)務(wù)已成了國(guó)內(nèi)商業(yè)銀行市場(chǎng)競(jìng)爭(zhēng)最激烈的業(yè)務(wù)領(lǐng)域之一。在銀行業(yè)務(wù)同質(zhì)化的背景下,客戶偏好對(duì)零售業(yè)務(wù)的成敗起決定性作用,其中,客戶滿意度是關(guān)鍵因素。本文在回顧文獻(xiàn)的基礎(chǔ)上,建立了零售銀行客戶滿意度指標(biāo)體系;在問(wèn)卷調(diào)查的基礎(chǔ)上收集到樣本數(shù)據(jù),構(gòu)建銀行零售客戶影響因素模型,通過(guò)回歸分析偵查到銀行零售客戶滿意度的主要影響因素,最后提出政策性建議。
[Abstract]:With the continuous promotion of interest rate marketization and the impact of financial crisis, the retail business of commercial banks will become increasingly important in the future. Retail business has become one of the most competitive business areas in the domestic commercial banks market. In the context of homogenization of banking business, customer preference plays a decisive role in the success or failure of retail business, among which customer satisfaction is the key factor. Based on the review of the literature, this paper establishes the customer satisfaction index system of retail banks. On the basis of questionnaire survey, this paper collects the sample data, constructs the influencing factors model of bank retail customers, detects the main influencing factors of bank retail customer satisfaction by regression analysis, and finally puts forward some policy suggestions.
【作者單位】： 中央財(cái)經(jīng)大學(xué);
【分類號(hào)】：F832.2

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相關(guān)期刊論文 前2條

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本文編號(hào)：2335993