摘要
论文以X市银行顾客对互动渠道服务的期望价值研究和调查数据为背景,运用探索性因子分析和K-means聚类分析模型,萃取出银行互动渠道的顾客期望价值维度,并以期望价值维度为聚类分析变量,得到四类顾客,在此基础上分析不同顾客类的期望价值维度差异特性。为银行顾客开发或整合客制化渠道服务,提高顾客满意度,提供决策依据。
This paper takes the study of customer＇s desired value of the bank＇s interacting channel in X city and the data of the questionnaire as the background, and uses the model of factor analysis and the model of K-Mean Cluster to analyze the data and finds out the customer＇ s value dimensions and four different customer groups which is taking the customer＇s value dimensions as analysis variables of K me,ms cluster, then on the basis of these two results, the paper analyzes the difference of the customer＇s value dimensions among different customer groups for the bank to develop and integrate the interacting channel service and the satisfaction of the customer.
出处
《预测》
CSSCI
2006年第1期42-46,71,共6页
Forecasting
基金
国家自然科学基金资助项目(70471036)
西安交通大学博士研究基金资助项目(071205)
关键词
银行互动渠道
顾客价值维度
差异分析
the bank＇ s interacting channel
customers＇ value dimensions
the differences analysis
