Study On Retail Customer Satisfaction Of Industrial Bank Of Xuzhou Branch

In recent years,with the slowdown of domestic economic growth and the market interest rates falling continuously,the development of the banking industry is facing unprecedented pressure.With the implementation of the new regulations on capital management and financial management,the rigid payment of financial products of Banks has been broken.In addition,with the rise of Internet finance,customers gradually have higher requirements on banking services,so traditional commercial banks are facing great challenges.In such a severe situation,many banks have to face the problem of maintaining their original status,and the most fundamental way to solve this dilemma is to improve the level of service satisfaction to customers.Xuzhou branch of Industrial Bank will be selected as the research object in this article.After reading and referencing to a large number of relevant literature,cooperating with the methos of studying customers' satisfaction of Banks at home and abroad for reference,I decide to start with the actual development of Xuzhou branch of Industrial Bank.In the meanwhile,methos like questionnaire investigation,literature research,the combination of quantitative and qualitative analysis will be used to initially establish a customers' satisfaction evaluation index of Xuzhou branch of Industrial Bank.And SPSS software was also used to collate and calculate the data,other methods such as reliability,validity and factor analysis were used to analyze the data of the questionnaire,so as to find out the problems existing in customer s' satisfaction of Xuzhou branch of Industrial Bank.Finally,aiming at the existing problems,this paper proposes to put forward strategies to improve customers' satisfaction of Xuzhou branch of Industrial bank from the aspects of improving business handling efficiency,making full use of self-service machines and tools,strengthening care for customers,improving feedback mechanism of customers' complaint,and providing personalized product services.The author wishes that the study in this paper can effectively improve customers' satisfaction of Xuzhou branch of Industrial Bank,so as to realize its continuous profit growth and consolidate its market status.There are 21 figures,21 tables and 61 references in this paper.