The Research On The Promotion Of Credit Card Customer Satisfaction Of Bank Of China Z Branch

In recent years,with the rapid development of China's economy,the residents' consumption ability get to improve constantly.Thesociety has growing demand for consumer credit,to make credit card gradually from convenient payment and settlement tool development to theone of the most common consumer credit instruments.Many commercial Banks will be developing credit card business,andas one of the main business,the domestic credit card issuing scale is very large.At the same time,with the financial market opening to the outside world degree gradually expanding,driven by foreign financial institutions of the credit card business constantly poured into competition with domestic commercial Banks,the battle for the relative scarcity of customer resource.Therefore,for the domestic commercial Banks,how to get more customers turn into the key to win the credit card market.In this situation,the bank of China makescredit card customers as the center of customer satisfaction strategy,tohelp to improve the management ability of the bank of China credit card business,service management level and profit space.In this paper,on the basis of summarizing the related theory of customer satisfaction,to make the Bank of ChinaZBranch credit card customers as the main research object.First of all,to analysis the development of the bank of China credit card business and management present situation;Then,using the method of questionnaire investigation,to analysis the influence factors of the credit card customer satisfaction survey;Using SPSS22 for reliability and validity of the questionnaire data analysis,correlation analysis and regression analysis,Indicates that the factors affecting the credit card customer satisfaction including:product innovation ability,safety,favorable activity,convenience,the main function of credit card,bank staffservice attitude and work efficiency,etc.Finally,according to the results of empirical analysis research,for the Bank of China ZBranch get more credit card customers,developingcredit card business to put forward the corresponding countermeasures and Suggestions:to intensify credit card product innovation,improve the safety,increaseusing card discount activity,enhanced card convenience and improve customer service experience such asspecific measures,expect to improve the credit card customer satisfaction,to enhancethe Bank of ChinaZBranch card business market competitiveness.