【摘要】 对问卷调查结果,采用主成分分析法和岭回归法分析发现,影响客户评价银行服务质量及未来选择外资银行的最主要因素是银行工作人员的服务态度、个人素质、技能和业务处理水平等。各商业银行应在提高服务质量上下功夫,以满足客户需求,增强市场竞争力。更多还原

【Abstract】 The result of the survey,by means of principal components analysis and ridge regression analysis,shows that the major factors which influence customers’ evaluation of banking service and the option for foreign banks are as follows: staff members’ service attitude,individual quality,skills and professional level etc.Commercial banks should improve the local banking services and strengthen the local banks’ competitiveness against their foreign counterparts in the near future.更多还原