The Customer Satisfaction Research Of JT Bank Qingdao Branch

In recent years, there are many profound changes in the external development environment of commercial Banks: in 2015, NPC&CPPCC came up with promoting qualified private capital in accordance with the established financial institutions, such as small and medium-sized Banks after joining the WTO, the retail business fully open to foreign Banks, Internet financial step by step from edge to the mainstream, coupled with the deposit insurance system and fulfill the policy of interest rate marketization, bank ecological system will be more market-oriented, diversified, customer recognition of bank is no longer limited to the bank of \ "origin\", but a real enjoyment of the service. The traditional commercial bank faced with enormous challenges. How to consolidate the traditional under such severe situation and to increase the rate of guest-owning by increasing customer satisfaction is the most direct and effective way.In this paper,JT Bank Qingdao branch as the research object, through the customer satisfaction evaluation methods at home and abroad for reference, on the basis of reference literature, from the analysis of the actual situation of JT bank Qingdao branch, and the customer satisfaction, sums up the influence factors of customer satisfaction, make market survey questionnaire, preliminary build customer satisfaction evaluation index. Using factor analysis method analysis of the questionnaire data, using SASS software sorts through the data calculation, it is concluded that JT bank Qingdao branch customer satisfaction evaluation index system. And analyze JT bank Qingdao branch’s problem in customer satisfaction. Finally, in view of existing problems, and from the building in order to enhance service awareness of corporate culture, establishing the overall service inspection standards, establishing an internal information channels, standardization of service processes and expressions, create professional excellent customer manager team, improve the customer relationship management system, etc, JT bank Qingdao branch customer satisfaction strategy is put forward.Hope that through this article research, to help JT bank Qingdao branch consolidate its market position by improving customer satisfaction.