Customer Satisfaction Index Improvement Strategy Studies On JS Bank's E-commerce Platform Corporate Customers

E-commerce has developed dramatically in resent years.Online shopping malls,such as Alibaba and JD,have changed the consumption way of people by creating tides of Online Shopping Carnival,prompting the prosperity of e-commerce.In order to meet the financial need of the customers,internet finance companies like Ant Financial and JD Financial have launched big data financial products such as Alipay,Internet Merchant Loan,Online Credit Loan,MicroCredit etc.E-commerce has brought impact on tradional commercial banking.In 2012,JS Bank launched Shanrong E-commerce Platform,as a pioneer among the commercial banks in China.This platform focuses on business transations and financing of the buyers and sellers,which has made constent increase in sales amount.However,the platform lacks a benchmark for its service quality.JS Bank should study the benchmark of customer satisfaction in reference of other banks and e-commerce companies.Therefore,the aim herein is to apply the customer satisfaction index of the Shanrong E-commerce Platform to investigate on its customers.Finally,the result of the investigation is expected to bring out some solutions to promoting customer satisfaction.Chapter One starts with the research background and its singnificance,followed by the literature review of customer satisfaction theory and its application,research aim,content,method and framework.Chaper Two includes the analysis of the status quo of the Platform.In Chapter Three,benchmark of customer satisfaction is applied.Chaper Four contains a questionnaire survey to the corperate customers the platform.In Chapter Five,it comes to the strategies to enhance customer satisfaction.The significance of this dissertation is as follow.On one hand,it avails JS Bank to learn the defects of the platform,so as to acquire suggestions from the customers and try to make it better.On the other hand,this research opens up a way to expanding sales and obtaining convenient bank credit for the SMEs,in some ways creating reference for the government in solving SME financial problems.