Full-Text Search:
Home|Journal Papers|About CNKI|User Service|FAQ|Contact Us|中文
《Journal of Donghua University,Natural Science》 2003-06
Add to Favorite Get Latest Update

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
Download(CAJ format) Download(PDF format)
CAJViewer7.0 supports all the CNKI file formats; AdobeReader only supports the PDF format.
Chinese Journal Full-text Database 8 Hits
1 ZHANG Zong-yi ZOU Rui LI Jun-feng;Identification of Customers' Satisfaction Index on Retail Business of Commercial Banks[J];Finance Forum;2006-10
2 ;商业银行客户满意度提升的策略研究[J];Reform & Openning;2009-07
3 LIANG Jian-fang,FAN Ling (Clothing and Art Design College, Xi'an Polytechnic University, Xi'an Shaanxi 710048, China);Analysis and Evaluation on Satisfaction of Apparel Sales Return on Internet Based on B2C Model[J];Journal of Donghua University(Natural Science);2012-04
4 ZHAO Guo-jie,WANG Cang-ren School of Management, Tianjin University, Tianjin 300072,China;Measurement and improvement of customer satisfaction with deposit business of state commercial banks[J];Journal of Hebei Institute of Architectural Science & Technology(Social Science Edition);2004-04
5 GAO Shun-cheng(Department of Management Science & Engineering,Henan Institute of Engineering,Zhengzhou 451191,China);Fuzzy Comprehensive Evaluation of Customer Satisfaction in Finance Service[J];Journal of Henan Institute of Engineering(Social Science Edition);2009-01
6 Deng Xiaofei(Shandong University,Shandong,Jinan,250100);Reviews on Theory of Chinese Commercial Bank Customer Satisfaction[J];West China Finance;2012-02
7 Wang Wangqing (Department of Economic Management,Huanghuai University,Zhumadian 463000,China);The construction of the evaluation system of the commercial bank's customer satisfaction[J];Journal of Henan Institute of Science and Technology;2011-09
8 WANG-Lei(Department of Maths and Finance,Yunyang Teachers’ College,Shiyan 442000,China);Influence Factors of Market Customers’ Satisfaction[J];Journal of Yunyang Teachers College;2013-03
Chinese Journal Full-text Database 2 Hits
1 Bai Changhong;Literature Review of Customer Value and Its Implications[J];Nankai Business Review;2001-02
2 Fan Xiucheng;Customer Experience-Driven Service Brand Building[J];Nankai Business Review;2001-06
Chinese Journal Full-text Database 10 Hits
1 Li Wen - ying;Research on customers' loyalty to supermarket and its cultivation[J];Journal of Anhui Vocational College of Electrontcs & Information Technology;2005-06
2 LI Zhong-kuan(School of Management,Wenzhou University,Wenzhou 325035,Zhejiang,China);The Promotion Strategy and Method of Customers' Value[J];Journal of Anhui University of Technology(Sociel Sciences);2002-05
3 SU Hao,GAO Yuan-yang(School of Economics and Management,Beijing University of Aeronautics and Astronautics,Beijing 100191,China);An Empirical Research on Waiting Patiently of Banking Customers[J];Journal of Beijing University of Aeronautics and Astronautics(Social Sciences Edition);2010-05
4 ZHOU Xiu-ling,HOU Feng-ping(School of Business, Beijing Institute of Machinery, Beijing 100085, China);Value of customer loyalty and strategy to enhance it[J];Journal of Beijing Institute of Machinery;2004-04
5 Cai Shuangli (International Business School, Nankai University, Tianjin 300071);Relationship Value Appeal and Enhancement of Customer Relationship[J];Journal of Beijing Technology and Business University;2004-03
6 Lu Min & Nie Biao(Zhejiang Gongshang University,Hangzhou,Zhejiang 310018,China);Evolution of Customer Delivered Value and Retail Formats——Taking the Case of Post-war Retail Industry in Japan[J];Journal of Beijing Technology and Business University(Social Science);2010-06
7 Yu Ping & Sang Wen-tian(School of Business Administration,Dongbei University of Finance and Economics,Dalian,Liaoning 116023,China);A Probe into Key Elements of Customer Values on Online Games Market in China[J];Journal of Beijing Technology and Business University(Social Science);2011-04
8 ZOU Xue-zhi(Department of P.E.,Zhejiang Sci-tech University,Hangzhou 310018,Zhejiang China);Based on Factorial Analysis on the Brand Association of China's Professional Fitness Club[J];Journal of Beijing Sport University;2011-06
9 Wang Jingjing Wu Xiaopeng (Institute of Physical Education,Shanxi University,Taiyuan Shanxi 030006);Hao Sha Health Club Shop Taiyuan U.S.History,Current Situation and Development Issues[J];Sport Forum;2009-02
10 YE Hong (Zhejiang Economy&Trade Polytechnic.Hangzhou 310007,China);Creating Positive Emotion Experience & Gaining Customer Loyalty[J];Commercial Research;2002-24
China Proceedings of conference Full-text Database 10 Hits
1 Lei Zhi-zhu~(1,2) (1.Hunan University of Science Engineering,Hunan,Yongzhou 425006,China) (2.Business School,Hohai University,Jiangsu,Nanjing 210098,China);Study of Customer-based Cigarette Brand Equity Element[A];[C];2009
2 ;The Brand Strategy Analysis Based on Customer Value Innovation[A];[C];2009
3 ;The Brand Strategy Analysis Based on Customer Value Innovation[A];[C];2010
4 GAO Yu-rong,YIN Liu-ying School of Business Administration, South China University of Technology, Guangzhou 510640, China.;Customer evaluation-based product combination decision model[A];[C];2005
5 Jin Yufang Dong Dahai Liu Ruiming School of management, DaLian University of Technology DaLian 116024;An Empirical Study of Brand Trust Building Mechanism[A];[C];2006
6 Zhang Mingli Jia Wei (Department of Management, School of Management, Harbin Institue of Technology, 150001);An Empirical Study On Relationship Between Corporation Characteristics and the Interest of Relatives Based on Customer Value Oriented Theory[A];[C];2006
7 Zhong Shuai Tang Xiaofei(School of Business Administration,Southwestern University of Finance and Economics);A Research on Consumer-Brand Relationships Based Brand Equity:Conceptualization Model Building[A];[C];2011
8 Bai Changhong Huang Jing Wu Yonghong (Institute of Modern Management, Nankai University, 300071);The Effect of Customer Relationship on Customer Perceived Value in Service Firms[A];[C];2001
9 LUO yongtai,LI Zhiyong (Department of Management,School of Business,Tianjin University of Finance & Economics,Tianjin,China,300222);Comprehensive Evaluation of Medical Customer Perceived Value Based on Fuzzy Integral[A];[C];2009
10 LIU Biao,LI Dong (Guanghua School of Management,Peking Uinversity,Beijing 100871,China);Research on Information Systems Service Value:From the Perspective of Employees' Collaborative Innovations[A];[C];2012
Chinese Journal Full-text Database 10 Hits
1 WANG Zheng-xuan, QI Hong-bo ( College of Economics and Management, Beijing University of Technology, Beijing 100022, China );Relation Analysis of Store Image and Its Influence Factors[J];Journal of Beijing University of Technology(Social Sciences Edition);2006-02
2 LI Xi-yi,REN Ruo-en (School of Economics and Management, Beijing University of Aeronautics and Astronautics, Beijing 100083,China);Performance Evaluation of Chinese Stock Commercial Banks[J];Journal of Beijing University of Aeronautics and Astronautics(Social Sciences Edition);2005-01
3 WANG Hui\|wen (Beijing University of Aeronautics and Astronautics,School of Management) LIU Qiang (Beijing University of Aeronautics and Astronautics,School of Mechanical Engineering and Automation)TU Yong\|ping (Beijing University of Aeronautics and;Identification of Optimal Subspace from PLS Regression[J];JOURNAL OF BEIJING UNIVERSITY OF AERONAUTICS AND ASTRONAUTICS;2000-04
4 Ye Zhigui (School of International Business Management Shanghai University of Finance and Economic, Shanghai 200083);Theoretical Summary of the Research on Customer Value[J];Journal of Beijing Technology and Business University;2004-04
5 Song Sigen (Business School, Anhui University of Finance & Economics, Bengbu, Anhui 233041);Empirical Research on Dimensions for Attributes of Retail Store Image[J];Journal of Beijing Technology and Business University(Social Science);2006-04
6 Liang Yan(School of Economics and Management, Beijing Telecommunication University, Beijing 100876);Summary and Comment on the Customer's Satisfaction Study[J];Journal of Beijing Technology and Business University(Social Science);2007-02
7 Zou De-qiang, Zhao Ping & Li Fei (Department of Marketing, School of Economics & Management, Tsinghua University, Beijing 100084, China);Research on Nonlinear Relationship between Customer Satisfaction and Loyalty: An Explanation to Prospect Theory[J];Journal of Beijing Technology and Business University(Social Science);2007-05
8 Liang Yan(Economics and Management School,Beijing University of Posts and Telecommunications,Beijing 100876,China);On the Construction of Customer Satisfaction Index Model for Commercial Enterprises in China[J];Journal of Beijing Technology and Business University(Social Science);2010-03
9 Zhang Zheng-ping1,2 & Wang Mai-xiu1(1.School of Economics,Beijing Technology and Business University,Beijing 100048,China;2.Post-doctoral Station in Applied Economics,University of International Business and Economics,Beijing 100029,China);A Study on Chinese Rural Financial Market 2003-2009 Based on SCP Paradigm:Taking the Case of Postal Savings Bank of China[J];Journal of Beijing Technology and Business University(Social Science);2011-02
10 XIN Zhi-gao,ZHAO Xu(University of Shanghai for Science and Technology,Management College,Shanghai 200093,China);Quality Cost Optimization Model Based on CS[J];Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition);2010-02
【Secondary References】
Chinese Journal Full-text Database 10 Hits
1 LIN Wen-he,LV Qing-hua(College of Business Management,Huaqiao University,Quanzhou 362021,China);Evolvement and Expectation of Studies on Creative Industries Evaluation Index[J];Commercial Research;2011-11
2 LI Jun,SHI Wei (Management School,Guilin University of Electronic Technology,Guilin 541004,China);Evaluation of Customer Satisfaction Degree for Logistics Distribution Industry[J];Industrial Engineering Journal;2007-05
3 LI Chun-fa,WANG Xiang-li(School of Management,Tianjin University of Technology,Tianjin 300384,China);Study of Measuring and Evaluating Operational Efficiency of Creative Industry in China’s Typical Cities[J];Journal of Dalian University of Technology(Social Sciences);2013-03
4 JIA Rui-yue YANG Shu;Service Quality,Service Price and the Customer's Loyalty of Commercial Bank[J];Finance Forum;2013-05
5 HAO Jin-lei;HU Qiang;Lanzhou University of Finance and Economics;;An Empirical Study on Factors Which Influence Customers' Satisfaction of Commercial Banks by Using the Structural Equation Model[J];Journal of University of Electronic Science and Technology of China(Social Sciences Edition);2015-02
6 CHANG Rong;Yuxi Power Supply Bureau of Yunnan Power Grid Corporation;;Research on Customer Satisfaction Evaluation Based on ACSI in Power Grid IT Call Center[J];Electric Power Information and Communication Technology;2015-02
7 Su Qin1 and Chen Yuan2(1.The school of Finance,University of International Business and Economics,Beijing 100029,China;2.Beijing Office,PricewaterhouseCoopers,Beijing 100020,China);An Empirical Analysis of Individual Customers' Switching Costs for Bank Services in China[J];The Journal of Guangdong University of Finance;2009-05
8 Zhang Hongbo;Xu Yan(Hainan University School of Economics and Management,Haikou 570228,China);Empirical Analysis on Influencing Factors of Farmers' Satisfaction on Rural Microcredit:Taking Hainan Tunchang as an Example[J];Value Engineering;2012-08
9 Guo Yong1,2,Hao Yuanxiao1,Yang Xiuyan1(1.School of Economics and Finance,Xi'an Jiaotong University,Xi'an 710061,China;2.School of Business Administration,Xi'an University of Technology,Xi'an 710054,China);Study on the Theory Model and Measurement System of China's Creative Index[J];Science & Technology Progress and Policy;2009-19
10 CHEN Jian-yin(Ningbo University of Technology,Ningbo,Zhejiang,315016,China);Customer Satisfaction Evaluation in Automobile 4S Shops[J];Journal of Ningbo University of Technology;2012-02
【Secondary Citations】
Chinese Journal Full-text Database 1 Hits
1 Fan Xiucheng;Measurement of Customer-Based Brand Equity: A Brand Association Structure Approach[J];Nankai Business Review;2000-06
©2006 Tsinghua Tongfang Knowledge Network Technology Co., Ltd.(Beijing)(TTKN) All rights reserved