Research On Customer Satisfaction Of J Branch Of China Construction Bank

In recent years,with the advancement of China's economic level and foreign opening degree in our country,all kinds of commercial banks and Internet financial platforms come forth.In the face of such a fierce competition environment,how to grasp the limited customer resources,practice the "customer-centric" business philosophy,strengthen customer relationship management,and improve customer satisfaction,has become the key to the stable sustainable development of the bank.However,it is subject to the supervision system of commercial banks in China that is not perfect,and the lack of bank cognition on customer relationship management,which leads to the customer loss.Based on the research of customer satisfaction theory,this article uses the existing customer satisfaction research model,according to the current situation in China and global researches and conclusions,to construct a scientific and reasonable customer satisfaction model and key measurement indexes,taking the J branch of the China Construction Bank as an example.Then through the effective questionnaire,a system of customer satisfaction evaluation index of commercial banks with 3 first-level indicators and 19 second-level indicators is formed based on the corresponding indicators for quantitative analysis and statistics.Then using the main component score matrix as the basis for calculation by factor analysis to determine the weight of the corresponding variables,calculating the customer satisfaction index of the J branch of the China Construction Bank,and then really understanding the real situation of the customer satisfaction of the J branch of the China Construction Bank,founding the key factors that affect the customer satisfaction of the J branch of the China Construction Bank.In view of the practical problems which discovered in the study,this paper puts forward improving the internal infrastructure of banks,optimizing service processes,enriching product categories,advocating the concept of financial services consumption,practicing inclusive finance,enhancing employees' awareness and skills in service,strengthening product innovation and safety,perfecting complaint handling mechanism and maintaining their own brand image,which adds up to nine solutions to improve customer satisfaction through scientific analysis.and ultimately formed a set of specific ideas and methods to enhance the customer satisfaction of commercial banks.The physical business outlets of commercial banks are an important window to shape the image of the bank's good industry,the J branch of the China Construction Bank is an important medium for direct contact between banks and customers to be studied.This paper not only finds the practical meaning about managing customer satisfaction,preventing the decline of customer satisfaction,improving customer satisfaction level and customer loyalty to enhance their core competitiveness and profit ability,but also providing a new way to the improvement of customer satisfaction research methods,enriching the customer satisfaction theory in the banking and other financial industry practice research,finding out the development of the industry,and playing a reference role for the follow-up research.