Research On Customers Satisfaction Surveys Of Shengjing Bank In Shenyang

In today’s society, different enterprises are seeking better development path. Maybetheir ways are very different, but their goals are consistent, which is continuously meetingcustomers expectations and requirements. Therefore, there are also more and morecustomer satisfaction researches. Each enterprise also began to realize the importance ofits strategic sense. Customer satisfaction research started early overseas, which isrelatively better. Customer satisfaction research has got more attention from foreigncountries, especially in the banking. And many countries have done quite a lot of researchof customer satisfaction of commercial bank, thus applying the results to their dailymanagement work of bank, even to the bank decision-making and strategic. But so far,the domestic research on the customer satisfaction of commercial banks is still in itsinfancy. The assessment system of customer satisfaction is still not perfect. Althoughsome research has been done about banks in some cities, the investigation is not completewhich cannot been applied to all commercial banks. In order to improve the customersatisfaction evaluation system in the domestic, there is still a long way to go. At the sametime, there isn’t specific study about customer satisfaction assessment of Shenyangcommercial bank. In order to improve the domestic system of customer satisfaction, thearticle takes Shengjing Bank of Shenyang as an example, studying customer satisfactionof Shenyang commercial bank.After reading a lot of relevant literature, the author has have a certain understandingabout foreign customer satisfaction, especially about the customer satisfaction ofcommercial banks. On this basis, combining with the situation of commercial bank inour country, a more in-depth study has been done to customer satisfaction ShenyangShengjing Bank. The first part of this article mainly introduced the author’s selected topicreason, basis and differences from other similar articles. The second part of this articlehas reviewed definition of related concepts and theories, including the connotation ofcustomer satisfaction, the research status of domestic customer satisfaction commercialbanks and customer satisfaction model of development both at home and abroad, laying a good theoretical basis for the construction of Shengjing Bank customer satisfactionmodel as well as the formation of its evaluation in this paper. The third part is on thetheoretical basis of the second part. This paper tries to construct the Shengjing Bankcustomer satisfaction evaluation model and its evaluation system in reference to thepredecessors’ maturation index and its weights method. The analytic hierarchy process(ahp) was used to determine the weight of each index of customer satisfaction degree ofShengjing Bank. In the fourth part, this paper draw on previous maturity questionnairewhich had been made some adjustment, based on some of the features of Shengjing Bank.Finally the specific questionnaire was designed out. Then the method of validity andreliability was used to test the questionnaire reliability and operability of the evaluationsystem. In this paper, the fifth part put forward some suggestions on how to improvecustomer satisfaction Shengjing Bank. The last part showed deficiency and futureresearch of this article.