Research on the Relationship Between Service Quality and Customer Satisfaction and Customer Loyalty of CCB

JU-XIANG ZHANG, MIN LIN

Abstract


With the impact of the development of various mobile payment terminals, service quality has become one of the important competitiveness of Banks. Based on the SERVPERF mode, this paper took the China Construction Bank Xiamen Branch as an example, studied bank important influence factors of service quality, and verified the influence factors of service quality model of CCB through the empirical analysis. Then it put forward the relevant Suggestions for improvement of China Construction Bank Xiamen Branch aiming to help it improve customer satisfaction and customer loyalty and the overall competitiveness according to the empirical research conclusion.

Keywords


China Construction Bank, Service Quality, Customer Satisfaction, Customer Loyalty.Text


DOI
10.12783/dtem/icem2019/31166

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