The Design And Implementation Of Customer Satisfaction Evaluation Systemfor Commerical Bank

The research of customers’ satisfaction has entered China for more than ten years, which is from the beginning of the investigation in implementing service to the research on perceived quality and the satisfaction index model. Through integrating diverse research techniques with principles, the technique of research on satisfaction has developed to cater for various requirements. With rapid development of science and technology nowadays, the data of domestic banking industry has a centralized development, and the importance of service on banking back-stage operation has emerging. With deepening professionalized and specialization on subjects’ research, the measuring, collecting and analyzing on banking back-stage operating service has attracted increasing more attention. The ability to meet customers’ needs is one of the core competences of modern commercial banks. To upgrade the level of customers’ satisfaction by detecting and eliminating the dissatisfaction is becoming a means to raisethe competences. The assessment on customer ’s satisfaction of banking back-stage operating service, which concentrated on the concept of customer-centricity, has become a significant means and reference on the investigation of banking back-stage operating service.This article not only introduces the diagnostic system of customers satisfaction into the process of commercial banks’ internal management,But also discusses the importance of customer satisfaction for commercial banks from many aspects of the design of the customer sat isfaction index, index analysis and evaluation and diagnostic analysis of the evaluation forms. To reflect the current situation of cummmercial banks at different stages of business development and the advantages and disadvatages in which scientific evaluation index set of business environment. Thereby providing a reference for the strategic development in the next stage of commercial banks’ reform. By improving customer satisfaction level of commercial banks, allowing banks to achieve greater competitive a dvantage in the industry. THE paper designes and implemented the customer satisfaction measurement system based on customer satisfaction assessment theory,database technology,Java EE programming technology and unified modeling language.This system has four function modules:prociding data, satistics and analyzing, constructing model, analyzing factor. The system has friendly interface and excellent performance, moreover,it has good universality and practicality of dealing with questionnaire data and construc ting model.