商业银行服务质量评价.pdfVIP

摘 要 商业银行是现代金融服务业的一个重要组成部分，我国商业银行的发展不应该仅仅只 注重硬件设施的升级，而更应该注重银行内功的修炼，注重对银行客户服务质量的提高。 商业银行服务质量应该成为银行持续的核心竞争力来对待。银行服务质量管理作为商业银 行日常运作管理中的一个重要的组成部分，实行服务质量管理首先必须要建立一整套的服 务质量体系。 本文在对现有的国内外的服务质量测评模型研究的基础上，提出了一套适合我国国情 的商业银行服务质量测评指标体系，通过统计分析（如，相关性分析和因子分析等）对原 始指标进行了修改和调整，并通过信度检验和效度检验，证明了本模型的可靠性和有效性， 从而建立了一套我国商业银行服务质量测评模型。 最后，本文将这一模型应用到顺德地区的商业银行中，调查出顺德地区顾客对服务质 量内容重要性认知的评价，结合顾客对服务质量内容的评价，计算出顺德地区各商业银行 机构的客户满意度，并对顺德地区商业银行整体的服务质量进行了测评和比较。 关键字：商业银行；服务质量评价；客户满意度；层次分析法；功能区域分析； I Abstract Commercial bank is an important component in the modern financial services industry. The development of commercial banks should not only focus on hardware upgrades, but should pay more attention to upgrade the software, pay more attention to improve the quality of customer service. The service quality of the commercial banks should become one kind of the core competitiveness. The service quality management is an important part of the commercial bank’s day-to-day operation, the first step to implementation the service quality management should establish a set of service quality system. Researching on the current domestic and internation service quality evaluation model, the paper proposes a set of service quality evaluaton index system which fit to the China’s national conditions. Using the statistical analysis (for example, the correlation analysis and the factor analysis, etc.) to revise and adjust the original targets, and to ensure the indicators on the same index system in line with assumptions. Then using the reliability test and validity test prove the reliability and the effectiveness of the model. Then the paper establishes a set of service quality of commercial banks evaluation model. Finally, this model is applied to the commercial