Abstract
The Traditional satisfaction theory explains that the satisfaction and dissatisfaction make up of one continuum, so the banks should adopt the necessary measures to improve the clients’ satisfaction of various aspects, further to boost up the competition power of the enterprises. Based on the survey of the satisfaction regarding the bank service and using the fuzzy-cluster analysis measure, this paper finds that the phenomena of the satisfaction more meet the description of the Motivation-hygiene Theory, and suggests that commercial banks should distinguish the motivation factors and hygiene factor rightly to use enterprise’s resources effectively.
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© 2012 Springer-Verlag GmbH Berlin Heidelberg
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Jin-fu, W., Long, H.Y. (2012). Empirical Study on Customers’ Satisfaction of Commercial Bank with Motivation-Hygiene Theory. In: Hu, W. (eds) Advances in Electric and Electronics. Lecture Notes in Electrical Engineering, vol 155. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28744-2_92
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DOI: https://doi.org/10.1007/978-3-642-28744-2_92
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-28743-5
Online ISBN: 978-3-642-28744-2
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