Baoding Bank Personal Banking Research On Customer Satisfaction Improvement Strategy

Since the 21 st century,with the continuous development of China's economic construction and social productivity,the material wealth of the entire society and the living standards of the residents have also become increasingly abundant.One of the important manifestations is the significant increase in personal assets.Among the key factors that determine the competitiveness of enterprises,personal banking has become one of the major businesses of various commercial banks.Therefore,increasing customer satisfaction in personal banking services has gradually become a competitive advantage for companies in the complex and volatile market situation.The important magic weapon.This paper takes the Bank of Baoding as a sample,through the related theories of customer satisfaction and the influencing factors of customer satisfaction,according to the characteristics of individual bank business and the status of customer satisfaction of the individual bank of Baoding bank.By using the method of questionnaire,the abstract concept can be transformed into data that can be analyzed.Referring to the SERVQUAL model,the results of Su Xiumei and Xia Chao have designed the questionnaire structure and twenty-nine item information of the four level dimension.Questionnaires were distributed on the Internet to distribute questionnaires,and data were analyzed and integrated using SPSS software.First,the samples were analyzed by demographic analysis,then the satisfaction degree of different dimensions and different groups was analyzed.According to the data integration,the conclusion is obtained.Most of the customers' dissatisfaction mainly concentrates on the waiting time,the distribution of network and self-help equipment,the convenience of parking and external decoration,the convenience and comfort of the layout of the business hall,and the lower satisfaction of the female customers than the male customers and the proportion of the high income customers.Less,and lower satisfaction.Aiming at these problems,we give some pertinent suggestions and take effective measures for the future development of Baoding bank.