國(guó)有商業(yè)銀行內(nèi)部客戶(hù)滿(mǎn)意度評(píng)價(jià)體系的構(gòu)建——基于SERVQUAL模型的研究.pdf

1、蘭州大學(xué)碩士學(xué)位論文國(guó)有商業(yè)銀行內(nèi)部客戶(hù)滿(mǎn)意度評(píng)價(jià)體系的構(gòu)建——基于SERVQUAL模型的研究姓名：孫文喆申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：管理學(xué)企業(yè)管理指導(dǎo)教師：崔明20090501ABSTRACThltemalcustomersatisf犯tionplaysanimportantmleinthedeVeloppment，perfo肌anceimprovementandaccesstoextemalcustomerloyaltyasacentr

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8、emtobuildareasom出1eandad印tation；PartVII，pointingoutthatthemaillconclusionsofthepaper，asweUasthelackofimloVationandme徹：ureresearchdirectionsarldideausKeywords：theintemalcustomersatisfaction；SER、廠QUALmodel；Thetheoreticalse