新疆商业银行服务质量与顾客满意度关系研究摘要随着经济的快速发展，金融业全面对外开放以及大量地方性银行的急速扩张给银行业带来了前所未有的挑战。客户满意度是指客户对商业银行提供的金融产品、服务质量、顾客感知价值等的满意程度。新疆顾客满意度方面的研究要比内地发展城市起步晚，经验相对来说不够丰富。因此，对新疆商业银行进行商业银行服务质量与顾客满意度之间的关系研究分析具有很重要的现实意义。本文在国内外客户满意度研究的基础上，对新疆商业银行这一特殊对象的进行深入研究。总结前人的研究、相关理论的基础上进行实证调查。结合电子调查问卷和纸质调查问卷提出一系列的影响客户满意度的影响因素进行调查。本文研究对象主要是新疆维吾尔自治区范围内的商业银行包括各个新疆分行，参考相关理论及研究成果，探讨商业银行服务质量与顾客满意度之间的关系。关键词：新疆商业银行，服务质量，顾客满意度ABSTRACTWith the rapid development of economy, the financial industry comprehensive opening to the outside world and a large number of local Banks to the rapid expansion of the banking industry has brought unprecedented challenges.Customer satisfaction refers to the customers of commercial Banks provide financial products and service quality, customer perceived value, satisfaction.Customer satisfaction research than mainland China development in xinjiang city started late, relatively insufficient experience.Therefore, the xinjiang commercial Banks to commercial Banks of the relationship between service quality and customer satisfaction research analysis has very important practical significance.In this paper, on the basis of domestic and international customer satisfaction research, commercial Banks in xinjiang this particular object of in-depth research。Summarizing predecessors' research, the related theory based on empirical investigation.Combined with the electronic questionnaire and paper questionnaires put forward a series of factors affecting the effect of customer satisfacti...
