本文選題：中國工商銀行 + 客戶滿意度��； 參考：《寧夏大學(xué)》2013年碩士論文

【摘要】：近幾年以來,隨著國內(nèi)股份制商業(yè)銀行的迅猛發(fā)展,加入WTO后國內(nèi)金融市場對外全面開放,同時(shí)外資銀行也相繼進(jìn)入國內(nèi)金融市場,并且經(jīng)營著人民幣相關(guān)業(yè)務(wù),使得我國銀行業(yè)的市場結(jié)構(gòu)向著有利于市場競爭的方向發(fā)展,但是肯定也受到了前所未有的挑戰(zhàn)。滿意度是客戶選擇一家銀行的重要因素。工商銀行作為國有四大銀行之首,繼將2011年定為“服務(wù)價(jià)值年”之后,又將2012年定為“滿意在工行”活動年,旨在要改善服務(wù)質(zhì)量,提升客戶滿意度,可見工商銀行要將客戶滿意度作為重中之重的工作。本文以工商銀行賀蘭支行營業(yè)網(wǎng)點(diǎn)的客戶作為研究對象,在借鑒國內(nèi)外學(xué)者提出的客戶滿意度相關(guān)理論和客戶滿意度評價(jià)指標(biāo)的基礎(chǔ)上,參考工商銀行寧夏分行服務(wù)與品牌管理的專業(yè)人士、工商銀行賀蘭支行的工作人員、工商銀行賀蘭支行的客戶以及論文導(dǎo)師的意見后,根據(jù)工商銀行賀蘭支行的實(shí)際情況設(shè)計(jì)出工商銀行賀蘭支行客戶滿意度調(diào)查問卷。通過基于調(diào)查問卷的實(shí)證調(diào)查,得出工商銀行賀蘭支行客戶滿意度的影響因素,從而進(jìn)一步找出這些影響因素導(dǎo)致工商銀行賀蘭支行在客戶滿意度方面存在的問題。以問題為依據(jù)提出工商銀行賀蘭支行在解決排隊(duì)問題；《客戶投訴焦點(diǎn)問題；提升員工服務(wù)態(tài)度、服務(wù)質(zhì)量方面的措施。相關(guān)措施有：推動柜面業(yè)務(wù)分流機(jī)制；做好人力資源的優(yōu)化配置工作；加強(qiáng)網(wǎng)點(diǎn)現(xiàn)場服務(wù)管理；建立并健全網(wǎng)點(diǎn)客戶排長隊(duì)問題的監(jiān)測解決機(jī)制；完善客戶投訴處理流程和管理機(jī)制；全面提高網(wǎng)點(diǎn)現(xiàn)場投訴處理能力,同時(shí)加強(qiáng)服務(wù)質(zhì)量考核與監(jiān)督；大力營建崇尚服務(wù)、關(guān)愛員工的先進(jìn)文化等。措施的提出意在進(jìn)一步完善工商銀行賀蘭支行服務(wù)制度體系,改進(jìn)窗口服務(wù),解決突出問題,構(gòu)建工商銀行賀蘭支行服務(wù)長效工作機(jī)制,全面提升工商銀行賀蘭支行的客戶滿意度。
[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.

【學(xué)位授予單位】：寧夏大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F832.33;F274

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