近年来，蒙古国经济不断发展，外资商业银行和国内商业银行数量持续增加，商业 银行之间的竞争日趋激烈，外资商业银行提供的更优质的服务推动 蒙古国商业银行进行 改革。蒙古国商业银行要想获得竞争优势，扩大市场份额，提升经济效益，就必须从顾 客角度出发，重视提升顾客的满意度及忠诚度。而其本质问题在于如 何创造出更高的感 知质量，并向顾客传递更多的价值。如何通过建立科学而合理的服务质量测评方法，提 高商业银行的服务质量，让蒙古国商业银行在市场竞争中获取持久的竞 争优势，已成为 蒙古国商业银行面临的挑战之一。 论文以商业银行服务质量测评及改进为研究重点，以顾客感知服务质量理论、 SERVQUAL 量表等为理论基础，结合蒙古国商业 银行服务的特点及其服务质量评价现 状，参照 SERVQUAL 量表，建立了一个包含 5 个维度、26 个指标的商业银行服务质量 测评量表。通过获取顾客对于商业银行网点服务质量 的期望与感知之间的差距信息，间 接地实现对商业银行服务质量的度量。论文采用因子分析、主成分分析等统计方法对调 研数据进行统计分析，对服务质量测评量表中五个维度 的合理性进行验证，最终得出包 含 26 个指标的商业银行服务质量测评量表，测评量表的 5 个维度分别为引导服务、等 候服务、业务办理服务、环境服务、人员服务。最后，将 构建的测评量表应用于蒙古国 商业银行，并使用 IPA 法对商业银行的服务质量现状进行分析评价。得出商业银行应从 巩固硬件设施环境和附加服务提高顾客满意度等建议。 关 键词：蒙古国商业银行，服务质量，SERVQUAL 评价模型，服务优化，IPAII Abstract In recent years, the Mongolian economy has continued to develop, the number of foreign commercial banks and domestic commercial banks has continued to increase, and the competition between commercial banks has become increasingly fierce. The higher quality services provided by foreign commercial banks have pushed Mongolian commercial banks to reform. If Mongolian commercial banks want to gain competitive advantage, expand market share, and improve economic efficiency, they must focus on improving customer satisfaction and loyalty from the perspective of customers. The essential problem is how to create higher perceived quality and deliver more value to customers. How to establish a scientific and reasonable service quality evaluation method to improve the service quality of commercial banks and enable Mongolian commercial banks to obtain lasting competitive advantages in market competition has become one of the challenges facing Mongolian commercial banks. The thesis focuses on the evaluation and improvement of service quality of commercial banks, based on the theory of customer perceived service quality, SERVQUAL scale, etc. Combining the service characteristics of Mongolian commercial banks and the current status of service quality evaluation, and referring to the SERVQUAL scale, a service quality evaluation scale for commercial banks with 5 dimensions and 26 indicators was established. By obtaining information about the gap between customers' expectations and perceptions of service quality at commercial bank outlets, the service quality of commercial banks can be measured indirectly. This research study uses statistical methods such as factor analysis and principal component analysis to statistically analyze the survey data, verify the five dimensions of the service quality evaluation scale, and finally obtain a 26-indicator commercial bank service quality evaluation scale. The five dimensions of the assessment scale are guidance services, waiting services, business handling services, environmental services, and personnel services. Finally, the constructed evaluation scale was applied to commercial banks in Mongolia, and the IPA method was used to analyze and evaluate the service quality of commercial banks. It is concluded that commercial banks should strengthen the hardware facilities environment and provide additional services to improve customer satisfaction.。。。。。。以下内容略