西部金融
西部金融
서부금융
WEST CHINA FINANCE
2012年
2期
63-67
,共5页
顾客满意%商业银行%述评
顧客滿意%商業銀行%述評
고객만의%상업은행%술평
customer satisfaction%commercial bank%review
本文从顾客满意的定义、影响因素和满意度模型等方面回顾和总结了20世纪60年代以来国内外学者对顾客满意的关键性研究成果，并重点讨论商业银行顾客满意影响因素及模型的构建，为理解顾客满意的有关理论，进一步进行商业银行顾客满意的研究提供了借鉴。
本文從顧客滿意的定義、影響因素和滿意度模型等方麵迴顧和總結瞭20世紀60年代以來國內外學者對顧客滿意的關鍵性研究成果，併重點討論商業銀行顧客滿意影響因素及模型的構建，為理解顧客滿意的有關理論，進一步進行商業銀行顧客滿意的研究提供瞭藉鑒。
본문종고객만의적정의、영향인소화만의도모형등방면회고화총결료20세기60년대이래국내외학자대고객만의적관건성연구성과，병중점토론상업은행고객만의영향인소급모형적구건，위리해고객만의적유관이론，진일보진행상업은행고객만의적연구제공료차감。
Beginning with the general customer satisfaction theory, the paper reviews and summarizes the key research findings about customer satisfaction since the 1960s made by scholars at home and abroad from the following aspects like the definition of cus- tomer satisfaction, influence factors and satisfaction model. It focuses on the discussion of factors which influence commercial bank customer satisfaction and model construction. The review provides a reference for understanding and further studying of the theories of customer satisfaction.
