The Research On Customer Satisfaction Index Of Domestic Commercial Banks Based On Service Quality

As human social and economic development,the service industry in the world play an increasingly important role in the service economy era.The banking industry as a special service industries facing an unprecedented fierce competition.Domestic commercial banks in order to survive fierce competition,to develop,we must improve service quality,improve customer satisfaction.In this paper,the following major research.First of all,the concept of quality of service,quality of service measurement,as well as between service quality and customer satisfaction on the relationship,and customer satisfaction index model theory and methods were introduced.Secondly,in view of the characteristics of domestic commercial banking sector,access to in the literature and depth interviews with professionals in the industry,based on the quality of service based on the construction of the domestic commercial banks under the Customer Satisfaction Index Model and EvaluationFinally,selected Guangzhou 3 Empirical Analysis of commercial banks.The use of statistical software SPSS 13.0 papers on the basis of sample data statistical analysis,reliability analysis,validity analysis;Amos6.0 use of statistical software to verify the model,and fmally deduce the Customer Satisfaction Index is calculated.At the same time,on how to improve service quality,how to enhance customer satisfaction for strategic research,has certain practical significance.In this paper,I hope,through the study of quality of service for the customer satisfaction survey of commercial banks to provide new ways of thinking,so as to promote China's banking industry to further improve the quality of service.