The Research On The Management Of The Degree Of Banking High End Individual Customers' Satisfaction

The management of customer satisfaction is a concrete management that applies the thought "customer is supreme ", manifested one kind of advanced management and testing method. Along with our financial market total opening, the domestic high end individual customer market became the first choice position of the foreign capital financial organization to participate in competition of our financial market, and the competition to get the high end individual customers is super heating. In this situation, our commercial banks are essential to manage the degree of the high end individual customers'satisfaction. It analysis each kind of factors that affects the customers'satisfaction, establish the customer satisfactory index system from the information obtained, evaluate the management process and methods, pointed proposes the solution, and apply it in the management of bank to standard the banks'operation mechanism and operation decision, promote the management level and the degree of the high end individual customers'satisfaction, finally gain the loyal high end individual customers, get the competed advantages in the financial market.In this article, it explains the basic theory knowledge, such as the meaning of the degree of customers'satisfaction, the testing methods of the degree of customers'satisfaction, the effect of the testing of the degree of banking customers'satisfaction, analysis the necessity of the management of the degree of the banking the high end individual customers'satisfaction, and it suggests that the management of the degree of the banking the high end individual customers'satisfaction includes the following, firstly, introduce the concept of customer satisfaction, help the employees build the concept of customer satisfaction, and build the operating and service belief that put the customer in center; secondly, evaluate the recent degree of the banking the high end individual customers'satisfaction through the testing of the degree of customers'satisfaction, and make the target of the degree of customers'satisfaction according to it , and check the inner operation system; lastly, make the improving plan, and organize the employees to practice it. In the gradual, repeated and progressive process of the management of the degree of banking high end individual customers'satisfaction, the testing of the degree of customers'satisfaction is core. In this article, it constructs a banking industry high end individual customer degree of satisfaction model through a case, use SPSS,AMOS, LISREL and so on count software to carry on the data analysis, specifically explain the testing of banking industry high end individual customer degree of satisfaction.