Our Country Commercial Bank Customer Satisfaction Influence Factors Analysis

With the growth of economic,every organization,no matter its type or size,begins to realize the importance of the customer satisfaction in the past ten years.They are trying to make the customers satisfy through inputting manpowers, material resources and financial power.Now we think that there is a definite link among customer satisfaction,customer loyalty and profit.the customer satisfaction itself is the measurement of success to some community organization.As the most old and important intermediary,bank plays a decisive impact in the human society.With the development of financial liberalization and financial technology,many intermediaries emerge.The commercial bank faces large survival pressure.It can be great help to establish a universal theory to improve the report system of banks.Based on the theories of customer satisfaction,we conduct an investigation through a questionnaire.And then we use mangy mathematical statistics methods to analyze the data of customer satisfaction.According to the results,we think that bank image,the quality of commodities and service,business hours,waiting hours,the time of dealing with complain,security have positive impact on customer satisfaction and customer loyalty.And we suggest what the banks do to improve their services.