Customer Satisfaction Analysis And Service Optimization Of Citic Bank XX Branch

The institutional reform of commercial banks in our country has been gradually deepened,the financial markets have diversified,the financing and investment channels have also become increasingly diversified,the competition in the financial markets has become more and more fierce,and the banking market has shown the characteristics of the buyer's market.With the gradual liberalization of bank access threshold,the pressure on China's commercial banks is increasing.Foreign banks are gradually entering the financial market in our country.With their advanced management concepts,they have been developing rapidly in our country.The domestic commercial banks have also continuously improved their overall strength,Hoping to maintain a favorable position in the fierce competition.The generation and consumption of financial services show "identity",and customers are virtually involved in the production of financial services.Therefore,customer satisfaction is of crucial importance to banks.At present,many enterprises regard customer satisfaction as the goal of enterprise development.The content of customer satisfaction includes the quality of their products and services,brand image and connotation of corporate culture.Only by trying to satisfy customers,can they constantly improve their competitiveness and attract more More customers,it is possible to obtain more loyal customers to create more value.This article takes CITIC Bank XX branch as the background,follows the reference of domestic and foreign research theory to practical application of ideas,through literature research and empirical research,builds the customer satisfaction index system,uses the questionnaire survey method to collect the data to carry on thedata statistics,to understand the CITIC Bank XX Branch Customer satisfaction,the current overall situation,and then through quantitative analysis and qualitative analysis,theoretical model analysis and practical analysis of a combination of methods,supported by commercial bank experts and employees to discuss and discuss the customer expectations classification,build satisfaction evaluation index system,put forward Suggestions and measures for improving customer satisfaction at XX branch of CITIC Bank will provide strong guidance and reference for XX Bank of China CITIC Bank in preventing customer loss,improving service quality and customer satisfaction.