Research On Customer Satisfaction Promotion Of Zibo ABC Bank

With the full liberalization of China's economy and the rapid development of banking business in recent years,joint-stock banks,joint venture banks have entered the Zibo area to open outlets,with their innovative business products,good customer service attitude,has won the trust of many customers,which will affect the development of the five major state-owned banks to the traditional.The part of the state-owned bank customers.In this case to enhance ABC bank Zibo branch customer satisfaction,has become a ABC bank Zibo branch to participate in market competition a fundamental issue.Bank customer satisfaction improvement,customer loss will be reduced accordingly,more conducive to the next development of ABC bank Zibo branch.Conversely,it will allow ABC bank Zibo branch in the fierce competition in the financial industry into a negative situation.Through the study of customer satisfaction theory,combined with the tutor related advice,then during the class in the MBA education center of the knowledge base,intends to conduct a study on this subject to enhance the Zibo branch of ABC bank customer satisfaction,provide a reference for the development of banks.This paper is divided into five main parts,the contents are as follows: the first part is introduction.This paper mainly expounds the necessity and feasibility of studying ABC bank Zibo branch customer satisfaction and its theoretical and practical significance.The main contents,methods and technical routes of this paper are comprehensively expounded.The second part is ABC bank Zibo branch customer satisfaction theory overview.This chapter focuses on the meaning of customer satisfaction,the current domestic and foreign more popular national customer satisfaction evaluation model is briefly introduced.Literature review at home and abroad,the current ABC bank Zibo branch customer satisfaction research problems are reviewed.The third part is the construction of ABC bank Zibo branch customer satisfaction index system.This chapter first analyzes the basic principles for the design of customer satisfaction index of Zibo branch of ABC bank,based on the selected indicators of customer satisfaction of ABC branch of Bank of Zibo,in order to construct the evaluation index system of Zibo branch of ABC bank customer satisfaction,and the definition of the ABC bank Zibo branch customer satisfaction index of reliability and validity.The fourth part is ABC bank Zibo branch customer satisfaction analysis.This chapter is divided into more intuitive questionnaire according to the customer satisfaction evaluation index of ABC bank Zibo branch.According to the questionnaire which has been designed,a questionnaire survey was conducted in the first line,and the effectivequestionnaires were analyzed.The fifth part is to improve the ABC bank Zibo branch customer satisfaction countermeasures.Mainly put forward to customer demand,strengthen business transformation efforts,based on customer satisfaction,improve the service attitude,customer experience as the center,to create a good working environment,customer service as the core,enhance the quality of banking services,customer experience standards,improve work processes such as bank advice.At the same time,this paper carries out the evaluation of the implementation effect.The evaluation results show that the proposed countermeasures effectively enhance the bank customer satisfaction;the sixth part is the safeguard measures for improving customer satisfaction.It mainly puts forward the safeguard measures of enterprise culture,performance management,human resources and so on.