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The Research on the Customer Satisfaction Index of the Commercial Banks

Author: MaZuo
Tutor: GuoXiaoJun
School: Hebei University of Economics
Course: Administration
Keywords: Commercial bank Customer Satisfaction Customer Satisfaction Survey
CLC: F832.33
Type: Master's thesis
Year: 2011
Downloads: 286
Quote: 1
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Abstract


Commercial banks eternal pursuit of the goal is to meet customer needs and desires . Especially since the beginning of the 21st century , more and more commercial banks focus on \Customer satisfaction theory is applied to the commercial banks in foreign countries has been very common, such as the world-famous Bank of Switzerland ( UBS ) , Standard Chartered Bank ( Standard Chartered Bank ) , Citibank ( Citibank ) are attached great importance to customer satisfaction evaluation, the evaluation results as an important basis for the company 's marketing decisions . With the establishment of China's market economy and world economic integration trends continue to strengthen the business environment and business philosophy of the commercial banks is a significant change occurs . China's commercial banks in order to survival and development in the fierce market competition , we must firmly establish the \needs before ' can continue to improve the core competitiveness of China's commercial banks . In this thesis, a commercial bank customer satisfaction survey and its application in the Hebei Branch of Agricultural Bank of China as the main object , first of all , the paper describes the study of the problem background , pointed out that the changes in the business environment, to promote China's commercial banks to customers are increasingly attention, \customer satisfaction research and practice of commercial banks ; customer survey data , the use of the agricultural Bank of China , Hebei Branch of Hebei agricultural Bank of China customer satisfaction quantitative study , based on questionnaires and statistical analysis methods . Finally, according to the conclusions of customer satisfaction numerical analysis Hebei Agricultural Bank of China to improve the management measures of customer satisfaction .

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CLC: > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Financial organizations, banks > Commercial banks ( specialized banks )
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