Study On Improving Customer Satisfaction Of Shanxi Bank JZ Branch

In the process of the continuous development of Internet finance,more and more fintech products have emerged,whose update speed is relatively fast.For traditional banks,this is a huge challenge and impact.The services provided by traditional banks for consumers require consumers to handle business in the network.Traditional online stores have the disadvantages of long queuing time and high cost,so it is difficult to win the favor and attention of customers.Compared with Internet finance,they cannot improve customer satisfaction and recognition.Customers have poor experience and low satisfaction,and cannot improve customer loyalty.Faced with such a dilemma,traditional banks cannot expand new customers on the premise of maintaining existing customers.Whether customers have a high degree of satisfaction with the bank will have a far-reaching and strong influence on the profitability and future development.Therefore,it is necessary to optimize the financial service system and corresponding process,pay attention to the adjustment and improvement of service quality,and help customers get a better sense of experience.Based on the above reasons,this paper determines the research idea,discusses and discusses the customer satisfaction of JZ Branch of Shanxi Bank,explains and explains the significance and background of this research,obtains domestic and foreign academic literature and data to comb and integrate,and forms a scientific research method and research framework.Narrated and analyzed the meaning of customer satisfaction and related theories,and determined specific cases to conduct case discussion and research.Investigated the business status and customer management status of JZ Branch of Shanxi Bank,sorted out the existing problems in customer management of JZ Branch of Shanxi Bank and analyzed them.The customer satisfaction evaluation system is established through investigation and interview.There are 5 first-level indicators in the evaluation system,which are service quality,environmental facilities,service response,convenience degree and product quality,and 35 second-level indicators are subdivided for first-level indicators.With the help of AHP analytic hierarchy process,the weight of the index was determined and the corresponding evaluation system was obtained.With the help of SPSS software,the data analysis and analysis were carried out,and with the help of fuzzy evaluation method,an effective customer satisfaction evaluation model was formed.Based on the quantitative discussion and empirical discussion,the customer satisfaction of the branch was analyzed.Found the deficiencies and defects in customer satisfaction,and put forward effective suggestions and solutions,hoping to help the branch optimize the work of customer satisfaction.