An Empirical Research Of Factors Affecting Customers' Satisfaction In Commercial Banks' Telephone Service

With the advent of the financial disintermediation and the epoch of the Internet,China's commercial banks are confronted with not only fierce competition in the industry,but also cross-border challenges from Internet companies.The pace that Banking service transfer from seller's market to buyer's market has been accelerated.Customer satisfaction become the focus of the whole industry.At the beginning of this century,commercial banks have developed into the electronic age,the trend that the customer being served over the counter has increased a lot.Telephone is an important channel for customer service,so it is also important to improve customer satisfaction and enhance core competitiveness.The main contents are as follows:First part includes the interpretation of the necessity of the proposed research among domestic commercial banks in the highly competitive market environment.Followed by the comprehensive literature review of customer satisfaction theory,including the definition of customer satisfaction research,commercial banks Customer Satisfaction factors.Secondly,research on the customer satisfaction research in the field of theoretical models,which lay the theoretical foundation for empirical analysis.According to the study on the related models,combined with the characteristics of the telephone service,building the Customer Satisfaction Evaluation Model and Index System in line with commercial bank telephone service features,and data analysis methods are described.Then conduct empirical analysis on a bank's telephone service evaluation model.Data processing in this paper mainly uses software SPSS21.0 and AMOS24.0Edition.Finally,based on the results of the analysis,offer a number of recommendations on how to improve customer satisfaction which aim to provide a reference for commercial banks to enhance the competitiveness of telephone service.Lastly,in the end of the paper,it's also summarized that the limitations and future research directions in this study.