Research On Customer Satisfaction Of ICBC HJ Sub-branch Under The Background Of Intelligent Experience

In recent years,with the rapid development of financial technology and the extensive application of Internet finance,business models and products such as big data,intelligent applications,Alipay,WeChat payment and online banking are no longer strangers to people.The choice of bank is no longer confined to the "origin" of the bank and the spatial distance,but really wants better financial services and experience.In order to better adapt to the trend of the financial technology revolution,all commercial banks are actively carrying out business adjustments and gradually upgrading their business outlets in an effort to provide customers with more convenient and efficient intelligent service experience.Through the measures above,all commercial banks are enhancing the customer service Satisfaction with financial services to consolidate and maintain market competitiveness.So what is the customer’s satisfaction with the intelligent experience of commercial bank outlets?What are the major problems in the process of intelligent upgrading of commercial banks?This paper will study and analyze this kind of problem through customer satisfaction survey and other ways.This paper takes HJ branch of ICBC where the author works as the research object.Based on the domestic and foreign customer satisfaction related theory,according to the actual situation of the bank’s intelligent upgrade,with the use experience of surrounding customers in the process of intelligent service as the breakthrough point,initially the author establishes the customer intelligent experience satisfaction evaluation index for the bank,sets up the questionnaire content,to investigate and analyze the customer satisfaction.Then,the author uses factor analysis to analyze the questionnaire data,and uses SPSS 19.0 and excel software to sort out and calculate all the data,obtains the HJ sub-branch customer satisfaction evaluation index system under the background of intelligent experience,and analyzes the bank’s actual problems in this regard.Finally,according to the existing problems,this paper puts forward corresponding promotion strategies from the aspects such as improving the intelligent equipment of outlets,strengthening the operation management of network intelligent equipment,strengthening the coordination service of personnel,speeding up product innovation and transformation,building intelligent and effective risk management mode and so on.It is hoped that the research in this paper can help HJ sub-branch of ICBC to better integrate into the development trend of financial technology,and constantly improve the experience of financial services under the background of customer intelligence,so as to improve customer satisfaction,improve market competitiveness and operating efficiency.