Bank Of Anshan Individual Customer Service Satisfaction Survey Analysis

With the continuous development of domestic economy, the growth of personal wealth and financial market fully open, improve the level of customer satisfaction, for the customer resources has become a bank of anshan in the individual client market competitiveness of an important means, so the study of Bank of Anshan individual customer service satisfaction analysis to enhance the competitiveness of Bank of Anshans has important practical significance.In this paper, according to the characteristics of Bank of Anshan individual customer service and customer satisfaction theory, analyzes factors affecting Bank of Anshan individual customer service satisfaction, personal customer service satisfaction index system is established.Rule of the system of the communist party of China, there are seven layers of 26 indicators, analytic hierarchy process(ahp) is introduced, using expert scoring method and Delphi method to determine index weight.Through the calculation of the index of satisfaction, can not only exactly Bank of Anshan current personal customer service satisfaction, also can pinpoint the reasons affect individual customer satisfaction, in order to further improve indicate the direction in Bank of Anshan individual customer satisfaction.In this paper, on the basis of the established evaluation model, and formulate a set of questionnaires, and in tiedong, I, lishan district, haicheng county, taian county, 6 branches of xiuyan county about personal customer service satisfaction survey.Based on the questionnaire survey data, the reliability and validity of the questionnaire test, this study demonstrates that the proposed evaluation index system is reasonable and effectiveness.And on this basis, the Bank of Anshan individual customer service satisfaction.Finally, according to the empirical conclusions, this article from the financial products, services, performance appraisal, supervision system, business ability, customer relationship management and employee behavior and so on seven aspects put forward countermeasure and the suggestion of Bank of Anshan individual customer service satisfaction.