Research On The Relationship Among Employee Satisfaction, Customer Satisfaction And Bank Profit

Along with our country banking industry opening to the outside world, as well as the rapid development of domestic Banks, the competition between Banks is more and more fierce. In order to make greater profits, get more long-term development,the core of the rural commercial bank management must shift from "objects" to "person". Because as a "person" the customer is the source of profits, and as a "person" of employees is the foundation of bank profits. Banking management is becoming more and more attention of "person", will inevitably cause for the employee satisfaction, customer satisfaction, management needs to improve. A satisfied employee can become a loyal staff and an efficient staff, to create higher service value for Banks, with bank product homogeneity is more and more serious,the service is the main thing of banking competition, only the high value of service can make customer satisfaction, attract customers become a bank customer loyalty,and customer loyalty is the fountain of Banks’ profits. Expectation through this article,therefore, based on the point of view of people, build rural commercial bank employee satisfaction, customer satisfaction evaluation system, the research of the rural commercial bank employees, customers, and the relation of the rural commercial bank profits, the research has important theoretical and realistic significanceIn this paper, according to the realistic problems of China’s banking industry, on the basis of previous studies, from set out actually, in X city, the rural commercial bank as the sample for the employee satisfaction, and the relationship between customer satisfaction and enterprise profit system research. First of all, According to the service profit chain theory, combined with the characteristics of the rural commercial bank to design rural commercial bank service profit chain model. Bank internal service to employee satisfaction, employee satisfaction decided to employee loyalty and productivity, the two factors and determines the value of banking services,banking services value determines the customer satisfaction, customer satisfaction tocustomer loyalty, the end customer loyalty affects the growth of the Banks’ profits, the Banks profit growth will improve the internal service quality. This is a good profit chain cycle. Second, this paper has established the employee satisfaction and customer satisfaction evaluation index system, according to two index system and design staff satisfaction survey questionnaire and customer satisfaction survey questionnaire. Then the three rural commercial bank branch in X city, the questionnaire survey to the survey results are data, through the analysis of the principal component analysis(pca) indicates that the important factors affecting employee satisfaction and customer satisfaction. Finally, the management of X city rural commercial bank are proposed.