Research On Customer Satisfaction Of Securities Company

With the constant deepening of reform and opening Chinese securities industry overall financial market, more and more intense competition in the securities industry, securities companies to obtain sustainable competitive advantage in the future competition, we must emphasize on customer satisfaction attention, only on the basis of securities on the attention customer satisfaction, overall optimization, improvement and innovation of the its resources, it may be possible in the future competition to win the trust of our customers and help enterprises to obtain long-term benefits.This paper takes ZXJT securities business department of Chongqing QFBL, in its existing customer service on the basis of the status quo, the customer service survey and analyze the present situation of research, screening out the important influence factors of ZXJT securities business department of Chongqing QFBL customer satisfaction, on the basis of the design of customer satisfaction measurement and evaluation index system, and then evaluate the effect of ZXJT securities, find the reason Chongqing QFBL business department customer satisfaction level is, to solve the corresponding measures for the reasons put forward, hope to help build a more systematic, perfect, and future development of both the practical needs of customer satisfaction management system, in this paper, the main results are the following aspects:(1) the combination of theory and practice thinkingThis study aimed at the customer service management in Chongqing QFBL ZXJT securities business department issues, carried on the appraisal, and according to the results of evaluation are put forward to promote the practice of specific measures of customer satisfaction management, in the study of ZXJT securities business department of Chongqing QFBL in-depth interview investigation, collected a large amount of data. Did the combination of theory and practice.(2) find a suitable evaluation ZXJT Chongqing QFBL Business Department of securities customer satisfaction modelReading a large number of practical application of domestic and foreign literature and in the securities industry in the study, at the same time the expert investigation, combined with the Chongqing QFBL ZXJT securities business department actual operation characteristics, determine the evaluation index of Chongqing securities business department of the QFBL ZXJT customer satisfaction, get the evaluation model.(3) validate the method to evaluate the ZXJT securities business department of Chongqing QFBL customer satisfactionIn the study, the use of AHP to determine the weight of evaluation index of ZXJT securities business department of Chongqing QFBL customer satisfaction, at the same time using the corresponding calculation method to calculate the 61.64% Chongqing QFBL ZXJT securities business department of the customer satisfaction index. Also from positive and negative aspects of the two factors affecting customer satisfaction index JFBL business department to carry on the analysis summary.(4) put forward some counter measures to improve measures of ZXJT securities business department of Chongqing QFBL customer satisfactionIn the factors affecting the satisfaction of ZXJT securities business department of Chongqing QFBL customer evaluation analysis foundation, proposed that advantage indicators affect customer satisfaction need to maintain and strengthen, specific measures and Countermeasures to upgrade in the vulnerable index on.