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中文摘要：
在顾客满意度研究中涉及众多潜在变量的测量以及因果模型的验证，结构方程模型为解决这些问题提供了新的更为有效的方法。文中结合美国顾客满意度理论，建立了商业银行顾客满意度测评模型，并根据测评模型建立了相应的测量指标体系。首先对各指标做相关性分析，其次利用结构方程理论研究了各影响因素内部之间的结构关系，并得出影响因素之间的路径系数，结果表明该测量指标体系能较好地反映商业银行顾客满意度。最后提出了提高商业银行顾客满意度的相关建议。
英文摘要：
In customer satisfaction research involve many potential measurement of variables and the causal model, structural equation model for solving these problems provides new and more effective method. Combined American customers satisfaction theory, the custom- er satisfaction evaluation model based on commercial bank is constructed, and according to the evaluation model establish the relative in- dex system. First, make analysis about the each index which influences the commercial bank customer satisfaction. Second, using structural equation theory studies relationship between the factor influencing customer satisfaction in commercial bank and the structural relationship between inner factors,which demonstrates the system can well reflect the customer satisfaction of commercial bank. Finally put forward relevant suggestions about how to improve the commercial bank customer satisfactions.
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