Zhuzhou A Agricultural Bank Research On The Strategy Of Improving Customer Satisfaction Of Inclusive Financial For "Agriculture,Countryside And Peasants"

The report of the 19 th National Congress of the Communist Party of China proposed to implement the strategy of rural revitalization,adhere to the priority development of agriculture and rural areas,establish and improve the system mechanism and policy system of urban-rural integration development in accordance with the general requirements of industrial prosperity,ecological livability,rural civilization,effective governance and well-off life,and accelerate the modernization of agriculture and rural areas,so as to make the national strategy of financial support for "agriculture,rural areas and farmers" and "Rural Revitalization" into a society Agricultural Bank of China,as a "professional" large state-owned commercial bank,should play a "main force" role in Inclusive Finance of "agriculture,rural areas and farmers".This project takes the customer satisfaction of Inclusive Finance for agriculture,rural areas and farmers as the research object,takes the practice of Inclusive Finance of Agricultural Bank A in Zhuzhou City as the research case.On the basis of extensive collection,collation,study and digestion of relevant research results and experience summary materials of academic and practical circles at home and abroad,reference related research results of predecessors,and combined with the work practice of Inclusive Finance of Agricultural Bank A in Zhuzhou City According to the actual situation,we make a survey plan,design aquestionnaire,and make statistics and processing of effective questionnaires through field survey.Then,we adopt the method of centralized discussion of the research group to discuss the effective data of 28 indicators.We conclude that the main problem of customer satisfaction of "three rural" Inclusive Finance of Agricultural Bank of Zhuzhou A is "overall satisfaction" In the aspect of service satisfaction,there are some problems,such as the lack of recognition of Inclusive Finance;in terms of product satisfaction,there are such problems as "the customized products do not match the actual demand,the variety of products is not enough,and the personalized products are missing";in the aspect of service satisfaction,there are "poor product universality,poor publicity",and "poor service quality and business flow" In terms of social satisfaction,there are some problems,such as the weak influence of "three rural" products,insufficient service strength and ability,and the effect of special service plan is not obvious;in the aspect of remedy satisfaction,there is still much room for improvement of "peripheral" service recovery,and "Hall" service recovery needs to be strengthened.In view of the existing problems in the "five dimensions",this paper puts forward the implementation strategies of improving the overall satisfaction,product satisfaction,service satisfaction,social satisfaction and remedial satisfaction,and puts forward the guarantee measures to improve customer satisfaction from five aspects of thought,mechanism,technology,human resources and comprehensive management.