Research On Bank Outlet Customer Satisfaction Of ICBC BJ Branch

In recent years,with the influx of foreign capital,the rise of e-commerce,and the marketization of interest rates,the competition among China's banking industry has become increasingly fierce.Commercial banks have been awakened and are acutely aware of the need to practice the "customer-centric" philosophy.Customers have become a strategic resource for commercial banks,and customer satisfaction has become the key and driving force for the sustainable development of commercial banks.Bank outlets,as the main channel for banks to provide services,as an important carrier of bank operation,whether the services they provide can satisfy customers and are crucial to the development of banks.Therefore,commercial Banks pay attention to and study which factors have a significant influence on customer satisfaction,and how to improve the status quo of these factors based on their actual situation,so as to improve customer satisfaction and gain competitive advantages for the development of commercial Banks.This thesis follows the problem--theory--positive research--solving logic clues and analysis ideas,using the literature research method,consulting interview method,questionnaire survey method and econometric analysis method,taking the BJ branch outlets of ICBC as the research object,Questionnaire surveys the satisfaction status of shop customers,integrates the relevant theories of economics and finance with the characteristics of commercial bank service management,and follows the combination of macro and micro,the combination of theory and practice,the analysis of phenomena and the nature of disclosure.The principle of using data collection and statistical analysis software to test the reliability and validity of the survey results,describe statistics,linear regression and correlation analysis,find out the indicators that have a significant impact on customer satisfaction,and lead to the reduction of energy intensity indicators,and Through correlation analysis,it is proved that the reduction fee index has a strong correlation with customer satisfaction.Combined with the descriptive analysis results,it puts forward effective measures for improving the satisfaction level of ICBC BJ branch outlet customers.I also hope that this paper can promote the improvement of the service quality of the BJ branch of ICBC,and the enrichment and deppen of relevant theories.It has certain reference significance for the research on the customer satisfaction of ICBC and other commercial banks in China.