The Relationship Studies of Commercial Banks Customer Service Systems Customer Perceived Value, Customer Satisfaction and Customer Loyalty

Ting Lei () and Cunlin Li
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Ting Lei: Beifang University of Nationalities, Yinchuan
Cunlin Li: Beifang University of Nationalities, Yinchuan

Chapter Chapter 114 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1087-1094 from Springer

Abstract: Abstract In this rapid development of financial markets, the commercial banks have established their own customer service system in order to meet diverse customer needs, because the customer satisfaction of customer service system directly affects the customers’ future behavioral intentions. Based on the domestic and foreign scholars research on customer satisfaction and customer loyalty, this paper try to build the model which suitable for measuring our country’s commercial banks customer satisfaction of customer service system; This article through field investigation and network survey and uses the factor analysis, correlation coefficient and multiple regression method to further study the relationship between the customers satisfaction of commercial banks and customer loyalty, which reflect the current development of China’s commercial banks customer service system.

Keywords: Commercial bank customer service system; Customer perceived value; Customer satisfaction; Customer loyalty (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38427-1_114

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DOI: 10.1007/978-3-642-38427-1_114

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