The Research And Improvement Of Customer’s Satisfaction On Personal Business Of Ping An Bank

Listed as free trade zone in Shanghai, a large number of foreign Banks in domestic and other foreign financial institutions. Foreign Banks and domestic Banks compete for domestic high-end escalating customer behavior, which leads to loss of domestic Banks of high-end customers. Forcing local Banks keep learning foreign bank’s products and service consciousness, domestic Banks is listed under the pressure of competition, to learn better service and make the bank to retain customers and better development. Though domestic Banks have learned foreign bank operation experience for many years, but its on customer service, there is still a considerable gap with foreign bank. And the bank’s ability to profit from the previous block currently save lending to present the sales and distribution of personal financial products and derivatives. Is the premise of attracting customers standing in customer’s point of view, for the corresponding service, satisfaction, so as to occupy a certain market share, made some profits.Previous scholars, this paper research methods of literature, in combination with the current market situation, will affect customer satisfaction in pingan bank personal business related factors can be divided into four categories, namely: environmental factors, products, services and facilities. And, this article also designed a questionnaire associated with ping an bank in the region of Shanghai user face to face questionnaire survey, to obtain the initial data, and then use statistical tools for analysis, further access to and confirm the pingan bank personal business customers to pingan bank environment, products, services and facilities of the four factors, through the evaluation of customer, in turn, points out the insufficiencies of pingan bank is currently, analyze the needs of customers, so as to adjust the service strategy, thus to provide customers with more perfect and considerate service. Also wanted to study, to ping an bank and other customer satisfaction of commercial Banks in China have certain reference significance to improve the management level.