Research On Customer Satisfaction During Bank Intelligence:A Case Study From The HN Branch Of Bank Of China

With the rapid development of information technology,global intelligence is more and more important.The advances in technology has changed business model,squeezed the traditional business market and increased the competition of commercial banks.In the face of developing internet finance and variable consumption habits of customer,only with intelligent transformation can commercial banks get more customers and stable growth.It is the key to improve the service quality,retain current customers and get new ones by taking the customer-oriented principle and increasing the customer satisfaction index(CSI).This paper began with the theory of commercial bank intelligence,and then described its concept,necessity and previous studies of constructing the smart bank.In addition,we introduced the definition of customer satisfaction and its evaluation methods all over the world.Based on the principle and method of index selection and combined the commercial bank intelligence and customer satisfaction,the indexes of customer satisfaction during the development of smart bank were determined.We carried out the questionnaire on the customers of HN branch of Bank of China and got five aspects of convenience,safety,efficiency,price and marketing of intelligent equipment that can influence the CSI according to factor analysis.The total CSI scores in the questionnaire is high and match the level of satisfaction.Both of the convenience and efficiency of intelligent equipment are better than the security,price and marketing,the latter should be improved significantly.Finally,some suggestions were proposed to increase the CSI during the intelligence of commercial bank.