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《Journal of Donghua University,Natural Science》 2003-06
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Construct a Customer Satisfaction Evaluation System in the Bank

SHEN Lei ,DENG Li-mei (Glorious Sun School of Business and Management, Donghua University, Shanghai, 200051)  
In order to improve the customer satisfaction and service quality in commercial bank in China, this paper proposes a evaluation system and measure method for the customer satisfaction (CSI). Through this system, banker can find out the sensitive attributes, process a competition to locate the strength and the factor remained to be improved. At the same time, there has common ground in the financial service industry, therefore, this CSI evaluation system can be applied in insurance and security industry.
【CateGory Index】: F832.33
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