| In recent years,t the core of market competition is no longer only reflected in the quality of goods,and more and more customers begin to pay high attention to the service level,so improving customer satisfaction has developed into one of the keys to strengthen the core competitiveness of enterprises.How to further improve customer satisfaction,loyalty and attract more new customers has become an important challenge and problem in the process of enterprise development.A branch is a secondary branch of Agricultural Bank of China Xuzhou Branch.In recent years,it has made bold attempts and innovations in many aspects such as improving customer satisfaction and service level,and has achieved certain results.However,due to various factors,there are still some problems in the business management of A branch,and the customer complaint rate has been high.How to effectively improve the customer satisfaction of A branch has become the key to the development of the branch.Based on the research and review of the current research situation at home and abroad,this paper,based on the theory of customer satisfaction,combined with the actual development of outlet A,introduced fuzzy analytic hierarchy process,literature research,etc.,to build a customer satisfaction evaluation index system highly consistent with the development needs of outlet A,and carried out evaluation around the customer satisfaction of outlet A,Then,according to the specific evaluation results,we propose targeted optimization strategies that can further improve customer satisfaction.First of all,take the A branch of Agricultural Bank of China Xuzhou Branch as the research object,analyze the status quo of customer satisfaction of A branch and the existing practical problems through data analysis.The main contents include three aspects: First,introduce the basic overview of A branch of Agricultural Bank of China Xuzhou Branch;Second,describe and analyze the current customer satisfaction status of outlet A;Third,it points out the practical problems in customer satisfaction of outlet A.Secondly,build a customer satisfaction evaluation index system,which mainly includes four aspects: First,combine the actual development needs of outlet A and consider various factors to screen the indicators of the evaluation system;Second,construct customer satisfaction evaluation system;Third,carry out questionnaire design;Fourth,sorting out and analyzing the evaluation results.Finally,according to the problems in customer satisfaction of outlet A,optimization measures and safeguard measures are proposed to promote the healthy and sustainable development of outlet A. |
