为确认在商业银行顾客满意度形成过程中是否存在管理心理学中,著名的双因素效应,本文依据赫氏双因素理论,对商业银行服务满意度进行研究。本文按照双因素理论内涵,结合国内商业银行的顾客满意度分析,就商业银行顾客满意度形成过程中存在着双因素效应进行了分析,明确研究顾客满意度的必要性,为商业银行的发展出谋划策。 In order to confirm whether there exists the famous two-factor effect in the management psychology in the process of the formation of customer satisfaction in commercial banks, this paper studies the satisfaction of commercial banks with the two-factor theory. According to the theory of two-factor theory and the analysis of customer satisfaction of domestic commercial banks, this paper analyzes the two-factor effect in the formation of customer satisfaction of commercial banks, and makes clear the necessity of customer satisfaction to make suggestions for the development of commercial banks .