商业银行顾客满意度指标体系及其影响因素研究

aking the investigation of banks’ customer satisfaction in Xi`an as example, using the Principal Component Analysis approach, the paper finds that different sub-indexes have different impacts to the general banks’ customer satisfaction, and compares the order of general customer satisfaction getting from the result of Principal Component Analysis with that from evaluation of customers, and them is basically uniform. From these, the paper gets the conclusion that, in the process of determining customer satisfaction, the various factors will affect the customer satisfaction, Due to the perceived-risk and the information asymmetry, different factors will have different weight, which will affect the decision-making of the customers finally..