个人理财服务中影响服务质量的因素以跟作用分析解析.docVIP

PAGE 2 PAGE 10 在个人理财服务中影响服务质量的因素以及作用分析 Analysis on Factors of Service Quality in Personal Financing 胡左浩(Hu Zuohao) 蒋方明(Jiang Fangming) （清华大学经管学院） 论文摘要:个人理财服务是国外商业银行中相当成熟的一项服务,而在我国才刚刚起步。本文主要从理财服务质量入手，分析影响服务质量的关键因素，揭示各个因素在服务交付过程不同阶段所起的作用并提出相应的服务营销建议，最后指出今后的研究方向。 Abstract: Personal financing is a well-developed service in western commercial banks; however, it is still an emerging and immature service in China. With the beginning of the service quality analysis in personnel financing services, this article refines the critical factors effecting customer satisfaction, analyzes the different ro