The Research On The Construction Of The Internal Customer Satisfaction System In The State-owned Commerical Banks Of China

Internal customer satisfaction plays an important role in the developpment, performance improvement and access to external customer loyalty. as a central pillar of China's banking industry, not only internal customer satisfaction is directly related to the health and the development of the entire operation of the banking system , but also plays a very important role on the operation of the country's macro-economic.It is divided into the following seven parts. The first part introduced background and significance of this article, carding customers at home and abroad within the banking industry research performance evaluation on research papers, research methods and research ideas;The second part states the relative theory about the internal customer satisfaction system in the state-owned commercial banks of China.That is the theory about the SERVQUAL model and the service profit chain theory. The third part of the commercial banks establish internal customer satisfaction rating system principles and to build organizations, to ensure that commercial banks internal customer satisfaction rating of the successful System; The fourth part analysis the types of service of the state-owned commercial banks of China,and divide it into the management control, coordination and public services.Then establish different evaluation index of the service. The fifth part introduced internal customer satisfaction survey and evaluation methods, and rational analysis of survey data as the basis for the written feedback report, feedback management recommendations; The sixth part, to a state-owned commercial banks pilot provinces to conduct case study analysis, verification of internal customer satisfaction evaluation system to build a reasonable and adaptation; Part VII, pointing out that the main conclusions of the paper, as well as the lack of innovation and the future research directions and ideas.