The Improvement Strategy Research Of Customer Satisfaction In Luoyang Branch Of Z Bank

With the increasingly fierce competition of commercial banks, the competition in quality of service is becoming more and more competitive. With the increase of the number of city bank and the entry of foreign banks, the competition of the future bank will become more and more fierce. Therefore, it is very important to improve the quality of service for the Luoyang branch of the Z bank. Luoyang Branch of Z bank as the branch of commercial bank which, has hundred years long history, from previously served as a part of people’s Bank with the administrative functions, later it separated from the people’s Bank,the it become state-owned commercial banks, after it become the restructuring into joint-stock commercial banks.After layers of change. Because of its long time influence of the era of the planned economy, its customer service optimization can be described as an arduous task and a long road.This paper makes a questionnaire investigation and study on customer satisfaction, it selects three representative branches, carrys on the questionnaire survey with customers.It extracts customer evaluation from the aspects of service environment, service attitude, efficiency, afterwards feedback etc. After the veracity and reliability of the questionnaire were evaluated, the validity of the sample were affirmed, This paper analysis the questionnaire results.At the same time, this paper selects the branch which has the advanced experience to carry out case analysis, through the set of Z Bank of Luoyang branch network system construction, job, employee psychology and customer demands, the construction of enterprise culture,the paper carrys on the analysis.It points out the problems existed in the process of customer service in Luoyang Branch of Z bank.Then puts forward specific suggestions for banking services optimization.It focuses on the analysis of the Luoyang Branch of Z bank current customer service and some unreasonable place. According to these places, this paper makes the optimization approaches and the corresponding countermeasures.