The Financial Services Industry, Service Quality Measurement And Customer Satisfaction Research

With the reform of the internal financial corporation gradually and external financial corporation joined, the competition of the corporation is increasingly vigorous.Improvinging service quality has already become the best means that obtain the competitive advantage.Therefore, it is very important to. how to measureing service quality and improveing it.First of all, the author studies the foreign service quantity theories ,with this understanding,expatiating conception ,theories and researchful model of service quantity. At the basis of that ,analysising the theories connection of service quality and client satisfaction,building researchful model of that. Secondly, the author studies the internal financial actuality of china, referencing research theories and demonstration of enternal financial service quality presently, taking the individual financing retail operation of bank as the research object and client satisfying level of service quality as the research means .through interterview with clients and employee, protracting service blueprint of financial corporation. Hereby, discovering service contact point of clients and employee, the basis of that, designing questionnaire and bring forward effect factor about service quality .lastly,building quantifier of that and collecting and analysising date by SPSS.Effect factor of questionnaire has been smplified by factor analysising in SPSS 13.0 and proved factor have high reliability and validity. At the same time, the article account material level of serving quality by multiple-item scale and analysis factor's important degree by quadrant analysising. Hereby bring forward superiority and inferior position of service quantity in the operation. the article analyse clients by tree analytic method and find out the corporation development in the face of main clients.Researching date is obtained from 5 bank of individual financing retail operation,these bank mainly distribute in the near by uptown, so a majority of clients is middle-income residents,students and high-income residents is a little proportion.it can affect researching result.