【摘要】 本文研究了不确定性对服务质量评价的影响,建立了服务质量评价的均值—方差模型,并进行了实证分析和检验。这一模型被应用来对我国主要商业银行的服务质量和顾客满意度进行排序分析,其结果显示银行服务质量的提高应该从服务的平均水平和一致性两个方面来努力。更多还原

【Abstract】 This paper develops a mean-variance model to investigate the impact of uncertainty on the evaluation of service quality with empirical studies. This model is used to analyze and rank the service quality and customer satisfaction of Chinese commercial banks. Based on this study, the banks mentioned in the article should im- prove their service quality by increasing both service level and con- sistency.更多还原