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

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Ting Lei

    (Beifang University of Nationalities, Yinchuan)

  • Cunlin Li

    (Beifang University of Nationalities, Yinchuan)

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.

Suggested Citation

  • Ting Lei & Cunlin Li, 2013. "The Relationship Studies of Commercial Banks Customer Service Systems Customer Perceived Value, Customer Satisfaction and Customer Loyalty," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 1087-1094, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38427-1_114
    DOI: 10.1007/978-3-642-38427-1_114
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