The Research On Customer Satisfaction Evaluation Index System Of Inter-bank Business Of Commercial Banks

The scale of Inter-bank Business of commercial banks in China is expanding rapidly in the recent years,becoming one of the main business such as corporation banking and retail banking.The research on customer satisfaction evaluation index system of Inter-bank Business of commercial banks in China is committed to study the evaluation system of customer satisfaction of commercial banks in China when they offering the service of lending and financing to other financial institutions and provide theory basis for commercial Banks to improve customer satisfaction of the Inter-bank Business.With the slowdown in China's economic growth,the further marketization of interest rates,the rise of Internet finance and the growing popularity of private capital,the transformation of the banking sector is imminent.In addition to the retail banking business,many banks are increasingly emphasizing the interbank business Cooperation,which was developed rapidly.The transformation of macroeconomic environment forced commercial banks to think about the transformation,while the"new normal" makes enterprise innovation will become the main driving force of economic development.Because of the strong uncertainty of enterprise innovation,the development of innovative enterprises is inseparable from the support of the direct financing market,and the market presents diversified,flexible and risk tolerance.Which means that the indirect financing in the interbank market and direct financing in the capital market will become more and more differentiated,while the capital flows of financial institutions will be more market-oriented.A huge space for development of banks and other financial institutions will be presented when the financial landscape changes in the future,and cooperation between institutions will also become increasingly close.Due to the homogenization of the banking industry,the competition is becoming more and more intense.How to improve the customer satisfaction has become an important subject for the banks to enhance their competitiveness and reflect the added value.Therefore,it is urgent to study how to evaluate the customer satisfaction of the commercial banks in China.In this paper,through the combination of both theoretical research and practical analysis,both qualitative analysis and quantitative analysis,both normative analysis and empirical analysis,this paper summarizes the methods and results of many scholars' research on customer satisfaction,summarizes the influencing factors and the latest research results of the existing research model.On the basis of detailed research theory,the author designs and implements the research on the satisfaction of commercial banks.This paper mainly refers to the SERVQUAL model,SCSB model,ACSI model,CCSI model,KANO model,combined with the actual situation of commercial banks,designing customer satisfaction evaluation system of commercial banks from six aspects according to the principle of science,importance,availability.The questionnaire was designed using a digital rating scale,and the reliability and validity of the questionnaire were measured by SPSS.The random sampling method was used to conduct questionnaires.And the statistical data of the relevant data were analyzed by SPSS and other statistical software.The mean value,frequency and standard deviation were calculated.The factor analysis method was used to derive evaluation system of the customer satisfaction of the commercial banks.Finally,as the results of the research,some suggestions on product,service,environment,customer relationship and image improvement and other aspects were presented.