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1、ABSTRACTWiththerapiddevelopmentofChina'sbankindustryandthedeepeninglevelsoffinancialindustry,China'scommercialbanksarefacingunprecedentedcompetition.Facedwithincreasinglysophisticatedconsumerpsychology,toimprovetheirservicequalitybecomesthemainwaytodealwiththeharshcompetitiveenviro
2、nmentanddiscerningclients.Manyscholarsfocusontheinfluencesamongservicequalityandcustomersatisfaction,buttheresultsarestillinconclusive.Andwhenthecompetitionheatsup,banksrealizetheimpactofcorporateimageforthelong-termdevelopment,andstarttobuildagoodone.Becauseoftheattentionofcorpora
3、teimageandthedoubtofitsroleinconsumerbehavior,it'seasiertodevelopastudyabouttheinfluencesamongcustomersatisfactionandcorporateimagewiththebackgroundcommercialbanks.Thispapertreatscommercialbanksasindustrybackground,usesempiricalresearchtoexploretheprocesshowservicequalityinfluences
4、customersatisfaction,aswellasthefunctionofcorporateimageinthisprocess.Firstly,onthebasisofreadingalotofliterature,re-establishservicequalityscaleaccordingtocommercialbankingservices,concretetheconceptofservicequality.Afterinductiveanalysisofservicequality,customersatisfactionandcor
5、porateimage,definethreeconceptsandproposemeasurementmethod.Secondly,establishresearchmodelofservicequality,customersatisfactionandcorporateimagetoanalyzetherelationshipthatmayexistbetweenthevariablesandmakeaseriesofassumptions.Then,basedonquestionnaireaboutservicequalityofcommercia
6、lbankinDaiian,usestatisticalcorrelationanalysisandmultipleregressionanalysiswithsoftware,examinethevariousdimensionsofservicequality,exploretheimpactofservicequalityoncustomersatisfactionandtheinfluenceofcorporateimageandtesttheproposedassumptions.Eventually,thefollowingconclusions
7、arereach^i:Firstly,afterimprovingthePZBservicequalityassessmentscale,commercialbankingservicequalitycanbemadeoffivedimensions,Profitability,Security,Usability,ReliabilityandResponsiveness.AndtheorderofimportanceisIResponsiveness〉〉〉目录躲：选题背景与意义选题背景研究意义研究目的与方法研究目的研究方法研究内容与框架可能的创新点相关理论
8、概述服务质量服务质量的定义⋯⋯“国外对于服务质量的研
