关于银行业顾客等待耐心度的实证研究

详细信息

An Empirical Research on Waiting Patiently of Banking Customers

School of Economics and Management, Beijing University of Aeronautics and Astronautics,Beijing 100191, China

摘要: 基于等待的相关理论,运用访谈法和问卷调查法,对"顾客等待耐心度"的定义和"顾客等待耐心度"的相关作用机制作出解释。"顾客等待耐心度"指顾客在等待的过程中,由于主观和客观的原因不断地产生消极情绪,在消极情绪不断累积的过程中失去耐心的那个时刻。等待时间的可控性、等待时间的充实性与消极情绪分别呈显著的正、负相关,消极情绪和顾客等待耐心度之间的相关呈显著负相关。针对银行业提出相应的改进策略。
- 顾客等待 /
- 耐心度 /
- 银行
Abstract: This research is based on relevant theories of waiting. We use interviews and the questionnaire survey method, try to define the "degree of customers- patient waiting", and explain the relevant mechanism. "Customers- patient waiting degree" refers to the moment when customers lose patience during the process of waiting because of subjective and objective reasons for the accumulation of constant negative emotions. The controllability of the waiting time and negative emotions were significantly positive and negative correlations, and the correlation between the negative emotions and customers- patient waiting degree was negatively correlated. Some suggestions are given on improving the banking sector.
- customers- waiting /
- patience /
- bank

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