Construction And Application Of Customer Satisfaction Index System Of RZLS Agricultural Bank

And abroad the most significant difference lies in the customer satisfaction aspect, bank officials have neglected customer satisfaction factors, has not yet built a set of perfect satisfaction evaluation index system, all levels of management staff unable to grasp the effective method to improve the customer satisfaction. Therefore, the rural commercial banks need to deeply study the various factors that can affect customer satisfaction, and then establish a set of more perfect and meet the actual needs of the customer satisfaction index system. In this paper based on the literature analysis method, investigation analysis method, using a combination of quantitative analysis and qualitative analysis, rural commercial bank customer satisfaction index system constructed in RZLS rural commercial bank customer satisfaction with the status quo and problems of the inquiry based, RZLS rural commercial bank customer satisfaction evaluation,put forward RZLS Rural Commercial Bank customer satisfaction improvement measures.The main content of this paper is divided into seven parts: firstly, this paper summarizes the research background, research significance, research status, research contents and methods; secondly, the related theoretical basis of customer satisfaction part summarizes the factors and evaluation of customer satisfaction customer satisfaction concept and method; furthermore, the concept of customer service, customer service, customer satisfaction management summary of RZLS rural commercial bank customer satisfaction now, analyzing the existing problems of RZLS rural commercial bank customer satisfaction; fourth, RZLS rural commercial bank customer satisfaction index system of customer satisfaction index, test reliability and validity, determine the index weight; fifth, in the questionnaire survey and data analysis on the basis of the evaluation of RZLS rural commercial bank customer satisfaction; sixth. Proposed measures to enhance the RZLS rural commercial bank customer satisfaction, customer satisfaction and promote the RZLS Rural Commercial Bank And also provide some reference for other commercial banks to manage customer satisfaction. Finally, this paper puts forward the conclusions and prospects of this study. Main innovation of this paper is to build the rural commercial bank customer satisfaction evaluation index from employees, customers service ability, marketing ability of banks, bank products, customer loyalty, and also for the put forward a sound marketing system of bank, improve the banking system, optimize customer service process etc. agricultural firms to improve customer satisfaction measures, so as to enhance the RZLS rural commercial bank customer satisfaction, enhance the comprehensive competitiveness of the RZLS agricultural firms.