本文選題：顧客滿意度 + 滿意度調(diào)查系統(tǒng)��； 參考：《湖南大學(xué)》2016年碩士論文

【摘要】：滿意度調(diào)研進(jìn)入中國10多年的時(shí)間,從最初的服務(wù)落實(shí)度調(diào)查,到感知質(zhì)量調(diào)查,到滿意度指數(shù)模型調(diào)查,不斷與多種研究技術(shù)和理念相結(jié)合,發(fā)展出滿足不同需求的滿意度調(diào)研技術(shù)。在科技飛速發(fā)展的今天,國內(nèi)銀行業(yè)數(shù)據(jù)大集中的發(fā)展,銀行后臺(tái)運(yùn)營服務(wù)的重要性逐步顯現(xiàn)出來,隨著學(xué)科研究專業(yè)化和行業(yè)化的不斷深入,對(duì)銀行后臺(tái)運(yùn)營服務(wù)的測(cè)量、統(tǒng)計(jì)、分析等領(lǐng)域的關(guān)注也越來越多。隨著競爭的加劇、金融管制的放松和信息技術(shù)的發(fā)展,對(duì)客戶需求的滿足能力是商業(yè)銀行可持續(xù)發(fā)展的關(guān)鍵所在。通過發(fā)現(xiàn)和消除產(chǎn)生顧客不滿的因素,提升顧客的滿意水平,正成為商業(yè)銀行提高競爭力的一個(gè)重要手段。不少商業(yè)銀行紛紛實(shí)施客戶關(guān)系管理戰(zhàn)略和顧客滿意戰(zhàn)略以提高銀行核心競爭力。顧客滿意理論逐漸發(fā)展成為企業(yè)管理理論研究的一個(gè)熱點(diǎn)問題。圍繞“以客戶為中心”的理念,通過對(duì)銀行后臺(tái)運(yùn)營服務(wù)的客戶進(jìn)行滿意度測(cè)評(píng),成為對(duì)銀行后臺(tái)運(yùn)營服務(wù)研究的重要手段和參考。文章不僅將商業(yè)銀行顧客滿意度的診斷信息引入到商業(yè)銀行內(nèi)部的經(jīng)營過程之中,并且從客戶滿意度指標(biāo)的設(shè)計(jì)、指標(biāo)測(cè)評(píng)及測(cè)評(píng)表格的診斷分析等多個(gè)方面論述了顧客滿意度對(duì)商業(yè)銀行的重要性。以此來反映商業(yè)銀行在不同階段業(yè)務(wù)發(fā)展的現(xiàn)狀及所處的經(jīng)營環(huán)境科學(xué)設(shè)置測(cè)評(píng)指標(biāo)的優(yōu)劣性,進(jìn)而為商業(yè)銀行的改革及下一階段的戰(zhàn)略制定提供參考。通過提高商業(yè)銀行的顧客滿意水平,使得銀行在行業(yè)競爭中取得更大優(yōu)勢(shì)。文章還在顧客滿意度模型基礎(chǔ)上,利用數(shù)據(jù)庫技術(shù)、Java EE編程技術(shù)和統(tǒng)一建模語言,設(shè)計(jì)并初步實(shí)現(xiàn)了顧客滿意度測(cè)評(píng)系統(tǒng)。該系統(tǒng)具有數(shù)據(jù)準(zhǔn)備,統(tǒng)計(jì)分析,建立模型樣本訓(xùn)練,樣本測(cè)試,滿意度預(yù)測(cè)與因素分析等功能。這個(gè)系統(tǒng)界面友好,運(yùn)行良好,對(duì)顧客問卷數(shù)據(jù)和建立顧客滿意度模型具有較好的通用性和實(shí)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.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：F832.33;F274

【相似文獻(xiàn)】

相關(guān)期刊論文 前10條

1 ;實(shí)用人力資源測(cè)評(píng)系統(tǒng)[J];企業(yè)管理;2002年07期

2 ;實(shí)用人力資源測(cè)評(píng)系統(tǒng)——借您一雙慧眼[J];通信企業(yè)管理;2002年07期

3 王玉;;大學(xué)生心理健康狀況普查測(cè)評(píng)系統(tǒng)完善的若干思考[J];商場現(xiàn)代化;2009年20期

4 萬林橋;;網(wǎng)上測(cè)評(píng)系統(tǒng)模型的研究與應(yīng)用[J];中國遠(yuǎn)洋航務(wù);2011年01期

5 周健U，

本文編號(hào)：1820943