摘要
通过改进的SERVQUAL模型设计调查问卷,获取银行客户需求;并基于QFD方法,构建银行客户需求与银行内部技术措施之间的关系矩阵,得出银行技术力量、人员管理、理念建设等影响商业银行服务质量的关键因素。
According to the improved SERVQUAL model, the questionnaire is desig tomer＇s demands. Basis on the of method QFD, the relative matrix that connects th with the banks＇ interval technical measures was built, and the key factors which ned to obtain the cus- e customers＇ demands affect the banks＇ service quality such as the bank＇s technic, staff management and service concepts were commercial obtained.
出处
《青岛大学学报（自然科学版）》
CAS
2013年第1期80-83,95,共5页
Journal of Qingdao University(Natural Science Edition)
