商业银行顾客满意度测评系统的设计与实现

发布时间：2018-04-29 17:47

本文选题：顾客满意度 + 满意度调查系统　；参考：《湖南大学》2016年硕士论文

【摘要】：满意度调研进入中国10多年的时间,从最初的服务落实度调查,到感知质量调查,到满意度指数模型调查,不断与多种研究技术和理念相结合,发展出满足不同需求的满意度调研技术。在科技飞速发展的今天,国内银行业数据大集中的发展,银行后台运营服务的重要性逐步显现出来,随着学科研究专业化和行业化的不断深入,对银行后台运营服务的测量、统计、分析等领域的关注也越来越多。随着竞争的加剧、金融管制的放松和信息技术的发展,对客户需求的满足能力是商业银行可持续发展的关键所在。通过发现和消除产生顾客不满的因素,提升顾客的满意水平,正成为商业银行提高竞争力的一个重要手段。不少商业银行纷纷实施客户关系管理战略和顾客满意战略以提高银行核心竞争力。顾客满意理论逐渐发展成为企业管理理论研究的一个热点问题。围绕“以客户为中心”的理念,通过对银行后台运营服务的客户进行满意度测评,成为对银行后台运营服务研究的重要手段和参考。文章不仅将商业银行顾客满意度的诊断信息引入到商业银行内部的经营过程之中,并且从客户满意度指标的设计、指标测评及测评表格的诊断分析等多个方面论述了顾客满意度对商业银行的重要性。以此来反映商业银行在不同阶段业务发展的现状及所处的经营环境科学设置测评指标的优劣性,进而为商业银行的改革及下一阶段的战略制定提供参考。通过提高商业银行的顾客满意水平,使得银行在行业竞争中取得更大优势。文章还在顾客满意度模型基础上,利用数据库技术、Java EE编程技术和统一建模语言,设计并初步实现了顾客满意度测评系统。该系统具有数据准备,统计分析,建立模型样本训练,样本测试,满意度预测与因素分析等功能。这个系统界面友好,运行良好,对顾客问卷数据和建立顾客满意度模型具有较好的通用性和实用性
[Abstract]:Satisfaction research has been in China for more than 10 years, from the initial service implementation survey to the perceived quality survey, to the satisfaction index model survey, and to the continuous combination of various research techniques and ideas. Develop satisfaction survey technology to meet different needs. With the rapid development of science and technology, with the development of domestic banking data concentration, the importance of bank back-end operation service gradually appears. With the deepening of the subject research specialization and industry, the measurement of bank back-end operation service. Statistics, analysis and other areas of concern are also increasing. With the intensification of competition, the relaxation of financial regulation and the development of information technology, the ability to meet the needs of customers is the key to the sustainable development of commercial banks. It is an important means for commercial banks to improve their competitiveness by finding and eliminating the factors that cause customer dissatisfaction and improve the level of customer satisfaction. Many commercial banks have implemented customer relationship management strategy and customer satisfaction strategy to improve the core competitiveness of banks. Customer satisfaction theory has gradually developed into a hot issue in the research of enterprise management theory. Based on the concept of "taking customer as the center", it is an important means and reference for the research of bank back-end operation service to evaluate the customer satisfaction of bank back-end operation service. This paper not only introduces the diagnostic information of customer satisfaction of commercial banks into the internal management process of commercial banks, but also designs the index of customer satisfaction. This paper discusses the importance of customer satisfaction to commercial banks from the aspects of index evaluation and diagnostic analysis of evaluation forms. In order to reflect the current situation of commercial banks' business development in different stages and the advantages and disadvantages of the scientific setting of evaluation indicators in the business environment, this paper provides a reference for the reform of commercial banks and the formulation of strategies in the next stage. By improving the level of customer satisfaction of commercial banks, banks can gain more advantages in the competition. On the basis of customer satisfaction model, using database technology Java EE programming technology and unified modeling language, a customer satisfaction evaluation system is designed and implemented. The system has the functions of data preparation, statistical analysis, model training, sample testing, satisfaction prediction and factor analysis. The system has friendly interface and good operation. It has good generality and practicability for customer questionnaire data and customer satisfaction model.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F832.33;F274

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