Research On Customer Satisfaction Of Bank Z HD Branch Under The Background Of Fintech Application

Since 2019,China’s urban commercial banks have gradually increased the construction and application of financial technology,hoping to rely on financial technology for reform and innovation,reshape financial products and service processes,improve financial service efficiency,and enhance customer satisfaction.The People’s Bank of China also issued the "Fin Tech Development Plan 2019-2021" and "Fin Tech Development Plan 2022-2025" in 2019 and 2022,respectively,pointing out the need to improve the fintech governance system,activate new drivers of digital operations,and accelerate the intelligent reconstruction of financial services.However,the application of fintech in urban commercial banks is still under exploration and development,and many applications closely related to customers still have many gaps with the expected results.Therefore,whether customers are satisfied with the current application of financial technology and customer service based on it,and how to improve customer satisfaction,are practical issues that need to be analyzed and studied.This thesis mainly focuses on the research object of HD branch of Bank Z’s score behavior,using comprehensive research methods such as literature research,interview,questionnaire survey,and statistical analysis to investigate and analyze its customer satisfaction in the context of financial technology applications.On the basis of sorting out the theories of financial technology,customer satisfaction,research on the influencing factors of bank customer satisfaction,and bank customer satisfaction models,through investigation and analysis of the current situation of financial technology application in Z Bank HD Branch,it was found that Z Bank HD Branch has problems such as inconvenient equipment use,low technology application quality,insufficient technical collaboration ability of service personnel,incomplete software ecological construction,and unreasonable financial product settings.Conduct interviews with bank employees and customers separately to identify the influencing factors of customer satisfaction in the context of financial technology applications,including intelligent device factors,service personnel factors,service efficiency factors,service environment factors,digital application factors,and financial product factors.Develop a customer satisfaction measurement table to prepare for the questionnaire survey.On the basis of collecting 194 valid questionnaires,statistical analysis methods were used to test the questionnaire data,analyze customer satisfaction,and determine the correlation and causal relationship between influencing factors and customer satisfaction.Finally,specific methods and strategies are proposed from the construction of smart halls,the construction of learning banks,the improvement of service efficiency,the optimization of service environment,the construction of digital applications,and the setting of financial products,in order to improve customer satisfaction of Z Bank HD Branch under the background of financial technology applications.