Research On Service Quality Enhancement Of Commercial Banks Based On Customer Satisfaction

China's financial market opening to the outside world is upgraded,resulting in a large influx of foreign banks,which poses a great threat and challenge to the development of China's commercial banks.There are new competitors in the financial market,and the competition between each other is gradually heated up.As the difference of financial products is getting smaller and smaller,the commercial banks will provide a high level of service quality as a new means of competition.Therefore,it has important practical significance to construct a set of scientific and effective system of commercial bank service quality evaluation model.Based on the characteristics of commercial banks and the current development situation,this paper constructs a service quality evaluation model of commercial banks based on the perspective of customer satisfaction.Because of the large gap between state-owned commercial banks and joint-stock commercial banks,this paper mainly studies the customer satisfaction degree of state-owned commercial banks.The main research contents are as follows:(1)the theory and model of customer satisfaction and service quality are introduced.(2)A series of measurement indexes are selected to construct the service quality evaluation model of commercial banks based on customer satisfaction.The data of the pre-survey is brought into the model,the reliability and validity of the model are tested,and the model is modified according to the test results.(3)This paper makes an empirical analysis on the survey data of 3 state-owned commercial banks in Tangshan City.SPSS 18.0 and AMOS 17.0 software were used to analyze and verify the survey data of service quality of 3 state-owned commercial banks.According to the research results,the service quality problems and shortcomings are found,and the corresponding countermeasures and suggestions on improving the quality of service of state-owned commercial banks in Tangshan City are given,to obtain customer satisfaction,which has a certain practical value.