Retail business has become the major commercial profit growth point of Banks in the new normal.In the banking industry,the most important thing to Retail business is the customer satisfaction,only when the banks have the higher customer satisfaction,they will have higher customer loyalty and higher attracted.Therefore,customer satisfaction is the key factors that affect the retail business of commercial bank and has a direct impact on the future development of commercial Banks.Since the restructuring,Jinan HYQ bank formed "customer first" business philosophy step by step,which reflected on the customer relationship management.It not only through the existing customer information digital processing but also analyze customer demand characteristics,trends and behavior patterns,accumulation,using and sharing of customer resources in order to maximize customer service goals.However,Jinan HYQ bank attaches great importance to the retail business customer satisfaction,which is only a passive response to the need of market competition.And It is just ideas seriously,implementation is still very insufficient in practice.Especially,frontline staff did not realize the importance of it and is used to dominant indicators such as customer complaints,customer back door.They didn’t consider the financial products,banking services,service convenience and fast of microscopic level,such as business did not consider fitment problem between service quality and customer expectations in the development of retail business bank.Therefore,this article takes Jinan HYQ bank retail business customer satisfaction as the research object.Using documentary,questionnaire investigation of scientific methods,we study retail business customer relationships by building the employee behavior,financial products,network facilities and service feedback that represent customer satisfaction index of the four most in Jinan HYQ bank affiliate over here.Based on the questionnaire in Pingyin,HuaiYin,zhangqiu,pingyin and other five secondary branches of a total of 10 websites,we find the employee attitude,waiting time and customer complaint handling are the key factors that affect customer satisfaction.Therefore,we need to improve employees’ professional quality and ability and use a variety of methods to shorten customer waiting time,intensify handling of customer complaints and comments in order to ascend to our retail business customer satisfaction so as to make the Jinan HYQ banks have more market competitiveness and profitability. |