河北联合大学学报(社会科学版)
河北聯閤大學學報(社會科學版)
하북연합대학학보(사회과학판)
Journal of Hebei Polytechnic University (Social Science Edition)
2015年
3期
60-65,76
,共7页
结构方程%商业银行%顾客满意度
結構方程%商業銀行%顧客滿意度
결구방정%상업은행%고객만의도
structural equation%commercial bank%customer satisfaction
基于ACSI、CCSI相关理论,用结构方程的理念对商业银行顾客满意度评价体系进行解析,通过选取适合于商业银行顾客满意度评价指标,利用结构方程模型的方法对商业银行影响因素及其之间的关系进行分析研究,明确了各影响因素对顾客满意度的作用及各因素之间相互影响的关系,构建一套实用性与全面性相结合的更加系统化的商业银行顾客满意度评价体系。
基于ACSI、CCSI相關理論,用結構方程的理唸對商業銀行顧客滿意度評價體繫進行解析,通過選取適閤于商業銀行顧客滿意度評價指標,利用結構方程模型的方法對商業銀行影響因素及其之間的關繫進行分析研究,明確瞭各影響因素對顧客滿意度的作用及各因素之間相互影響的關繫,構建一套實用性與全麵性相結閤的更加繫統化的商業銀行顧客滿意度評價體繫。
기우ACSI、CCSI상관이론,용결구방정적이념대상업은행고객만의도평개체계진행해석,통과선취괄합우상업은행고객만의도평개지표,이용결구방정모형적방법대상업은행영향인소급기지간적관계진행분석연구,명학료각영향인소대고객만의도적작용급각인소지간상호영향적관계,구건일투실용성여전면성상결합적경가계통화적상업은행고객만의도평개체계。
According to relevant theory of ACSI and CCSI ,evaluation system of customer satisfaction of commercial banks was analyzed by structural equation .Various influential factors and their relations were analyzed by selecting index that is suitable for customers satisfaction evaluation ,and utilizing structural e‐quation method .Therefore ,the effects of each influential factors on customers satisfaction evaluatio and their mutual influence were clarified .A systematic evaluation mechanism of customers satisfaction evalua‐tion combined practicability with comprehensiveness was constructed .