工商银行贺兰支行客户满意度调查研究

发布时间：2018-04-24 01:30

本文选题：中国工商银行 + 客户满意度　；参考：《宁夏大学》2013年硕士论文

【摘要】：近几年以来,随着国内股份制商业银行的迅猛发展,加入WTO后国内金融市场对外全面开放,同时外资银行也相继进入国内金融市场,并且经营着人民币相关业务,使得我国银行业的市场结构向着有利于市场竞争的方向发展,但是肯定也受到了前所未有的挑战。满意度是客户选择一家银行的重要因素。工商银行作为国有四大银行之首,继将2011年定为“服务价值年”之后,又将2012年定为“满意在工行”活动年,旨在要改善服务质量,提升客户满意度,可见工商银行要将客户满意度作为重中之重的工作。本文以工商银行贺兰支行营业网点的客户作为研究对象,在借鉴国内外学者提出的客户满意度相关理论和客户满意度评价指标的基础上,参考工商银行宁夏分行服务与品牌管理的专业人士、工商银行贺兰支行的工作人员、工商银行贺兰支行的客户以及论文导师的意见后,根据工商银行贺兰支行的实际情况设计出工商银行贺兰支行客户满意度调查问卷。通过基于调查问卷的实证调查,得出工商银行贺兰支行客户满意度的影响因素,从而进一步找出这些影响因素导致工商银行贺兰支行在客户满意度方面存在的问题。以问题为依据提出工商银行贺兰支行在解决排队问题；《客户投诉焦点问题；提升员工服务态度、服务质量方面的措施。相关措施有：推动柜面业务分流机制；做好人力资源的优化配置工作；加强网点现场服务管理；建立并健全网点客户排长队问题的监测解决机制；完善客户投诉处理流程和管理机制；全面提高网点现场投诉处理能力,同时加强服务质量考核与监督；大力营建崇尚服务、关爱员工的先进文化等。措施的提出意在进一步完善工商银行贺兰支行服务制度体系,改进窗口服务,解决突出问题,构建工商银行贺兰支行服务长效工作机制,全面提升工商银行贺兰支行的客户满意度。
[Abstract]:In recent years, with the rapid development of the domestic joint-stock commercial banks, the domestic financial market is open to the outside world after joining the WTO. At the same time, the foreign banks have also entered the domestic financial market, and they operate the related business of RMB, making the market structure of our banking industry develop in the direction of market competition, but it must also be It is an unprecedented challenge. Satisfaction is an important factor in the choice of a bank. As the top four bank of the state, the industrial and commercial bank has set the 2011 as "service value year", and then set 2012 as "satisfied in the industry" year. The purpose is to improve the quality of service and improve customer satisfaction. Customer satisfaction is the most important job. This paper takes the customers of the business bank of Helan branch of industrial and commercial bank as the research object. On the basis of the customer satisfaction related theory and customer satisfaction evaluation index proposed by domestic and foreign scholars, the industrial and Commercial Bank of industrial and Commercial Bank of industry and Commercial Bank refer to the industrial and Commercial Bank of Ningxia branch service and brand management After the Helan branch's staff, the Helan branch of the industrial and commercial bank and the advice of the paper tutor, a questionnaire on the customer satisfaction of the ICBC Helan branch was designed according to the actual situation of the Helan branch of the industrial and commercial bank. Through an empirical investigation based on the questionnaire, the factors affecting the customer satisfaction of the Helan branch of the Commercial Bank of the industrial and commercial bank were obtained. In order to further find out the problems that these factors lead to the Helan branch of ICBC in the customer satisfaction. Based on the problems, the paper puts forward the problem of Helan branch of industrial and commercial bank to solve the queuing problem; "the problem of customer complaint focus"; the measures to improve the attitude of staff service and service quality. Distributary mechanism, optimize the allocation of human resources, strengthen the management of site service, establish and improve the monitoring and solving mechanism of the problem of customer long team, improve the process and mechanism of customer complaint handling, improve the capacity of site complaint handling, and strengthen the assessment and supervision of service quality; The proposed measures are to further improve the Helan branch service system of industrial and commercial bank, improve the window service, solve the outstanding problems, construct the long effective work mechanism of the Helan branch service of the industrial and commercial bank, and improve the customer satisfaction of the Helan branch of the industrial and commercial bank in an all-round way.

【学位授予单位】：宁夏大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.33;F274

【参考文献】