| With the marketization development of the financial industry in China,competition among commercial banks is becoming increasingly fierce due to the homogeneity of products and services.On the other hand,due to the impact of the Covid pandemic and government’s loan deleveraging policy,the business of commercial banks is confronting severe challenges.In this case,growing the base of retail customer banking is one of the key solutions to get through the difficulties and obtain the dominant position in the market.However,with the rapidly changing consumer concepts over awareness on banking privacy rights and personalized services,customers have demanded higher standards on products and services for the financial institute they have business with.In short,meeting and exceeding the customer’s satisfaction is crucial for the growth of retail banking.This paper provides a background of the personal mortgage business of Bank A,Qinglong Branch as the research object,based on the theoretical methods related to personal mortgage business and customer satisfaction in a competitive market environment,to study the parameter of customer satisfaction in the business of personal credit,in order to establish a relatively reasonable index evaluation system,to find out the key factors affecting customer satisfaction,and to solve the actual problems in a more systematic way.We will also establish a relatively reasonable index evaluation system,identify the key factors affecting customer satisfaction through reasonable analysis,and solve the actual problems in a more systematic approach.The final result is a set of ideas and methods to improve customer satisfaction in the personal mortgage business of bank A,in order To further strengthen the customer satisfaction management ability of Bank A Qinglong Branch,and to provide certain reference significance for the development of the enterprise. |
