Research On Individual Customer Satisfaction Evaluation Of Zhongyuan Bank

With the deepening of globalization and the gradual reform of the financial system,the financial industry has more abundant business forms and operation modes.It has become the trend target to create first-class experience for customers,to provide customers with exclusive c ustomization,to provide customers with multiple channels,to present a variety of scenarios and to provide customers with convenient products and services.Zhongyuan bank was established on December 26,2014 by 13 city commercial banks in Henan Province b y means of new establishment and merger.Since its birth,it has a strong "reform gene".After its establishment,it needs to support the economic construction of Henan Province,and at the same time,it needs to seamlessly embed the banking services into the all-round needs of customers.This paper takes Zhongyuan bank as the research object,according to the theory of customer satisfaction,using the methods of literature research,questionnaire survey,combination of qualitative and quantitative analysis,to investigate and evaluate individual customer satisfactionFirst of all,from the reality of Zhongyuan bank,based on the theory of customer satisfaction,this paper analyzes the influencing factors of individual customer satisfaction and the construct ion principle of evaluation index system,determines the evaluation index of individual customer satisfaction,and calculates the weight of each index by using analytic hierarchy process,thus establishing the evaluation index system of individual customer satisfaction;secondly,it designs the individual customer satisfaction On the basis of obtaining the survey data,this paper uses fuzzy comprehensive evaluation method to evaluate the individual customer satisfaction of Zhongyuan bank.The evaluation res ults show that the overall satisfaction score of individual customers is 89.33,which is in a satisfactory state.Finally,in view of the influencing factors of individual customer satisfaction,it formulates a series of measures to enrich financial produc ts,enhance service experience,improve service facilities At the same time,the security measures are formulated from three aspects of system,organization and culture.Zhongyuan bank,as the financial leader in Henan Province,should focus on customer satisfaction at all levels and establish a systematic service quality improvement system,which is the inevitable choice to improve the personal customer satisfaction and enhance the core competitiveness of Zhongyuan bank.