国有商业银行服务质量比较研究

16FINANCIALMANAGEMENTANDRESEARCH2004.11,,16FINANCIALMANAGEMENTANDRESEARCH2004.11FocusIndependentReportComparativeStudiesonServiceQualityofStateBanksFINANCIALMANAGEMENTANDRESEARCH2004.11171:,,,,,,,,,,48,,32,,,,,,,4411112:5FocusIndependentReport18FINANCIALMANAGEMENTANDRESEARCH2004.118914,,100,,,6817,,,416,(1)1125,,2314,(2)2211,,,40%,2147,;,(3),,50%,(4)2124,,,,515,(5)FocusIndependentReportFINANCIALMANAGEMENTANDRESEARCH2004.1119213,,4,,516(6)214,,;,,;,4;,,;,,;,,(7)21411,,318,(8)4821412,,413,(9),,,FocusIndependentReport20FINANCIALMANAGEMENTANDRESEARCH2004.11FocusIndependentReportFINANCIALMANAGEMENTANDRESEARCH2004.112321414,,818,(11),12:12,3/4,2,1,122/3,1121415,,6153(12)?4,,(12)3323218,56%,7,22%;3216,,14,44%,1131,2,,,,,8,82%,,,,,,,,,3311,,,;,,,;,60%FocusIndependentReportFINANCIALMANAGEMENTANDRESEARCH2004.1127FocusIndependentReport,312,:,,,;;,;,;;,;;313,,,,,,,,(:)