银行零售客户满意度的影响因素研究——基于问卷数据的实证分析
发布时间：2018-11-16 16:16
【摘要】：随着利率市场化的持续推进以及金融危机的影响,未来商业银行零售业务将日益重要,零售业务已成了国内商业银行市场竞争最激烈的业务领域之一。在银行业务同质化的背景下,客户偏好对零售业务的成败起决定性作用,其中,客户满意度是关键因素。本文在回顾文献的基础上,建立了零售银行客户满意度指标体系;在问卷调查的基础上收集到样本数据,构建银行零售客户影响因素模型,通过回归分析侦查到银行零售客户满意度的主要影响因素,最后提出政策性建议。
[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.
【作者单位】： 中央财经大学;
【分类号】：F832.2
[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.
【作者单位】： 中央财经大学;
【分类号】：F832.2
【参考文献】
相关期刊论文 前2条
1 郑璇;;国内外商业银行零售银行业务对比及启示[J];海南金融;2006年10期
2 刘s，
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