Font Size: a A A

The Research On The Testing And Improving Customer Of Satisfaction On The Hunan Provincial Branch Of Agricultural Bank Of China

Posted on:2006-11-09Degree:MasterType:Thesis
Country:ChinaCandidate:B XuFull Text:PDF
GTID:2156360152970158Subject:Business Administration
Abstract/Summary:PDF Full Text Request
Since the 1980s, the new customer-oriented management concept, trying to satisfy the demands and expectations of customs and pursuing customer satisfaction and faithfulness, has been formed firstly in developed countries and developed quickly there. In China, the study on the Methods for Evaluating Satisfaction Index of Domestic Customers is started in 1998. Customer satisfaction index is a new type of economic index that adopts multi-equation measuring economics model to evaluate economic operation quality from the aspect of customers or the society. In 2000, Hunan Provincial Branch of Agricultural Bank of China firstly introduced the Quality Management System of ISO9001:2000 for individual business and obtained good effects.However, how to consolidate and carry out the achievements of ISO9001:2000 for conducting the study of customer satisfaction index testing and evaluation will be more significant. Chapter 2, There are assay of the model structure of customer satisfaction index and composed of variables. According to the actual situation of Hunan Provincial Branch of Agricultural Bank of China, these latent variables are expanded step by step until the formation of a series of indexes that conform to the characteristics of bank business and can be tested and evaluated directly. This series indexes constitute the testing and evaluation index system of customer satisfaction of Hunan Provincial Branch of Agricultural Bank of China. Chapter 3, The establishment of testing and evaluation index system of customer satisfaction of Hunan Provincial Branch of Agricultural Bank of China is the most important part for testing and evaluating customer satisfaction index. Chapter 4, According to the charactersies of Hunan Provincial Branch of Agricultural Bank of China, interview investigation method and questionnaire investigation method are adopted. The statistics and calculation results show that the index of customer satisfaction of Hunan Provincial Branch of Agricultural Bank of China is 77.737. Chapter 5, In accordance with the investigation results, Hunan Provincial Branch of Agricultural Bank of China should improve customer satisfaction from the following aspects: I. Establish new concept and system to satisfy customers. II. Really and truly grasp and effectively satisfy customers' demands, strengthen the communication with customers. III. Constantly create financial products welcomed and respected by customers and satisfy customers' continuously increasing financial demands. IV. Perfect customer service system. Establish customer service center with fully authorization of solving customers' problems. V. Carry out " CustomerRelationship Management" .The study founded the Methods for Evaluating Satisfaction Index of Domestic Customers, and suggested how to improve customer satisfaction for Hunan Provincial Branch of Agricultural Bank of China.
Keywords/Search Tags:Hunan Provincial Branch of Agricultural Bank of China, Customer satisfaction, Testing and evaluation, improve
PDF Full Text Request
Related items