The evaluation benchmark of customer satisfaction for bank interacting channel——Modeling customers value dimensions

Science Research Management ›› 2007, Vol. 28 ›› Issue (3): 177-185.

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The evaluation benchmark of customer satisfaction for bank interacting channel——Modeling customers value dimensions

Wan Yinghong, Li Jiang, Qian Yuanyuan

1. School of Management, Xi’an Jiaotong University, Xi’an 710049,China;
2. School of Economics and Finance, Xi’an Jiaotong University, Xi’an 710049,China

Received:2005-03-14 Online:2007-05-24 Published:2011-05-16

Abstract

Abstract: The design of the satisfaction benchmark is one of the important processes in customer satisfaction measurement system. The method of designing the evaluation benchmark for customer satisfaction based on the customer value dimensions is proposed. On the basis of this result, with the bank interacting channel as the background, the framework of customer value dimensions is built. Based on "rules plus structures", the model of customer value dimensions knowledge is designed.

Key words: customer value dimensions, evaluation benchmark of customer satisfaction, bank interacting channel

CLC Number:

Wan Yinghong, Li Jiang, Qian Yuanyuan. The evaluation benchmark of customer satisfaction for bank interacting channel——Modeling customers value dimensions[J]. Science Research Management, 2007, 28(3): 177-185.

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The evaluation benchmark of customer satisfaction for bank interacting channel——Modeling customers value dimensions

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