The Research On The Customer Satisfaction Index Of The Commercial Banks

The eternal goal of commercial banks is to meet customer needs and desires. Particularly, entering into the 21st century, more and more commercial banks take the "customer satisfaction" into consideration. The customer satisfaction theory has become in-depth study. Foreign commercial banks make use of customer satisfaction theory very common. The United States, Citibank, Standard Chartered Bank, UBS and others as representatives of foreign financial giants have attached great importance to customer satisfaction measurement and the evaluation results as an important basis for market decisions. With the economic-market system established, and the world economic integration strengthened, the commercial banks' environment and business philosophy was undergone significant changes. If China commercial Bank want to survive, it must establish the "customer-centric" business philosophy in the fierce competitive environment, in order to continuously improve customer satisfaction, create a harmonious cooperation between the silver-off, and to fully meet the in-depth, multi-level need to our customer. Only in this way. can we have a core competitive commercial banksIn this paper, the commercial bank customer satisfaction survey and the application of Hebei Agricultural Bank of China as the main object of study. First, this paper describes the background research on the problem, point out that these changes in the operating environment of commercial banks can be taken more and more attention by customers, and the "customer-centric" business philosophy is widely accepted, how limited economic resources to improve customer satisfaction degree is becoming the focus of the commercial banks; Secondly, this paper describes the progress made in customer satisfaction research at home and abroad, as well as commercial banks, customer satisfaction research and practice; In addition, based on questionnaires and statistical analysis methods, the use of Hebei Agricultural Bank of China branch in Hebei Agricultural Bank customer survey data in customer satisfaction for a quantitative study。Finally, based on numerical analysis of the conclusions of customer satisfaction Hebei Agricultural Bank of China to mention the customer satisfaction management measures...