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顾客满意度将成为银行未来发展中重要的竞争利器,拥有最多顾客满意的银行将会获得持久的竞争优势。因此,为了提高银行效益,急需建立银行顾客满意评价体系,来改进银行的不足。本文以西昌市A银行为研究对象,根据西昌市的实际情况,构建顾客满意度模型、建立评价体系、选取调查数据的统计和分析方法,进行了实证分析,最后针对西昌市A银行顾客不太满意的指标提出对策建议。
Customer satisfaction will become an important competitive weapon in the future development of the bank, and banks with the most customer satisfaction will gain a lasting competitive advantage. Therefore, in order to improve the efficiency of the bank, it is urgent to establish a bank customer satisfaction evaluation system to improve the bank’s deficiencies. Based on the actual situation of Xichang City, this paper builds a model of customer satisfaction, builds an evaluation system, selects the statistical and analytical methods of survey data, conducts an empirical analysis. Finally, for the Bank A customers in Xichang City is not too Satisfaction index proposed countermeasures.