中國(guó)民生銀行濟(jì)南分行B支行客戶(hù)滿(mǎn)意度調(diào)查分析.pdf

1、分類(lèi)號(hào):F832.33密級(jí)：不保密UDC：336學(xué)校代碼：11065碩士專(zhuān)業(yè)學(xué)位論文中國(guó)民生銀行濟(jì)南分行B支行客戶(hù)滿(mǎn)意度調(diào)查分析中國(guó)民生銀行濟(jì)南分行B支行客戶(hù)滿(mǎn)意度調(diào)查分析鄒冠然指導(dǎo)教師高齊圣教授學(xué)位類(lèi)別金融碩士專(zhuān)業(yè)領(lǐng)域商業(yè)銀行經(jīng)營(yíng)管理答辯日期2015年6月7日AbstractAsabankoneofthemostimptantresourcesarecustomers.Becauseoftheincreasedcompetitioni

2、nthebankingsect，bankschoosetoincreasethequalityofservicetogainmecustomerresources.Tosurvivedevelopinthefuriousmarketcompetitioncommercialbankmustsetupthemanageconceptofthefocusingonthecustomerimprovethecustomersatisfacti

3、oncontinuously.Thusitcansetupaharmonioussymbiosisbetweencustomersthebank.Onlywhenwesatisfythecustomersdeeplywidelycanweenhancethecompetenceofourcountycontinuously.ThesurveychooseChinaMinshengBankNO.BbranchinJinaninShongp

4、rovinceastheresearchobjectusingaquestionnairethemaincontentoftheinvestigationisabankcustomertoabankhardwarefacilitiesservicereliabilityserviceefficiencysafetytheproductimageoftheserviceprocess.Byusingdataobtainedbystatis

5、ticalsoftwarefsurveydataanalysisusingfactanalysiscrelationanalysisdinalLogitregressionanalysis.FactanalysisresultsshowthattheChinaMinshengBankNO.BbranchinJinanofsatisfactioncanbeappliedtomeasureevaluationfromfiveaspectsr

6、espectivelyishardwarefactserviceefficiencyfactservicereliabilityfactsproductfactsafetyfactincludingproductfactsafetyfactofsatisfactionsceishigherlowserviceefficiencyfactsce.Thecrelationanalysisshowsthatthehardwarefacilit

7、iesservicereliabilityserviceefficiencysafetyimagearesignificantpositivelyrelevanttooverallsatisfaction.dinalLogitregressionanalysisresultisfurtherillustratesthefivefactstheservicereliabilityfactinfluenceoncustomersatisfa

8、ctionisoneofthebiggestserviceefficiencyfactthesecondhardwarefactproductfactsafetyfactaffecttheminimum.Accdingtotheanalysisconclusionthepaperputsfwardeffectivesuggestionsmeasures.Keywds:CommercialBanksConsumerSatisfaction