本文選題：中國農(nóng)業(yè)銀行 + 顧客滿意度��； 參考：《西南交通大學》2013年碩士論文

【摘要】：近年來,隨著市場經(jīng)濟的快速發(fā)展,中國金融市場的加速開放,外資銀行紛至涌入,競爭日趨白熱化。銀行間的競爭,歸根結底是客戶資源的爭奪,誰能令客戶高度滿意,誰就能培育忠誠的顧客,從而贏得市場,獲取高額的利潤。目前,佛山市南海區(qū)內(nèi)已設立銀行業(yè)金融機構22家,各家金融機構各出奇招,不斷互相蠶食對方的市場,中國農(nóng)業(yè)銀行SS分行要想從激烈的競爭環(huán)境中突圍而出,必須研究同業(yè)信息,查找劣勢,揚長避短,以開展顧客滿意度調(diào)查和分析為重要手段,以不斷提高顧客滿意度為目標,把握競爭主動權,打開發(fā)展新思路。 本文采用理論研究與實證分析相結合的方法進行研究。首先,通過廣泛地收集資料和文獻閱讀,從顧客滿意理論出發(fā),指出顧客滿意度對SS農(nóng)行的重要意義,根據(jù)SS農(nóng)行的實際情況及本次調(diào)研的目的,設計出SS農(nóng)行顧客滿意度測評指標體系。其次,采取以留置問卷調(diào)查法為主,以個別面談法為輔的調(diào)研方式在SS農(nóng)行各網(wǎng)點實地調(diào)研,并對顧客滿意度的測評指標進行統(tǒng)計與實證分析。最后,研究SS農(nóng)行提高顧客滿意度的策略,制定SS農(nóng)行新的服務改進措施和經(jīng)營發(fā)展戰(zhàn)略,務求提升SS農(nóng)行的服務水平,創(chuàng)造更多的營銷機會,提高創(chuàng)利能力及提升企業(yè)形象,不斷增強SS農(nóng)行綜合競爭力和發(fā)展后勁,以期望把SS農(nóng)行打造成“客戶首選的銀行、政府支持的銀行、社會贊譽的銀行、同業(yè)尊重的銀行”。
[Abstract]:In recent years, with the rapid development of the market economy, the rapid opening up of the Chinese financial market and the influx of foreign banks, the competition is becoming increasingly hot. The competition among banks is the final analysis of the contention of customer resources, who can make the customers highly satisfied, who can cultivate loyal customers, thus win the market and obtain high profits. At present, Foshan City In the South China Sea, 22 banking financial institutions have been set up, each of the financial institutions has been able to eat each other's market. The SS branch of the Agricultural Bank of China wants to get out of the fierce competition environment. It must study the information of the same industry, find the disadvantage and avoid the shortcomings, so as to carry out the investigation and analysis of customer satisfaction as an important means. We should aim at improving customer satisfaction, grasp the initiative of competition and open up new ideas for development.
This paper studies the combination of theoretical research and empirical analysis. First, through the extensive collection of data and literature reading, starting from the theory of customer satisfaction, this paper points out the significance of customer satisfaction to the SS Agricultural Bank. According to the actual situation of SS Agricultural Bank and the objective of this survey, it designs the evaluation index body of the customer satisfaction of the SS Agricultural Bank. Secondly, we take the investigation method of the indwelling questionnaire as the main method and the investigation method supplemented by the individual interview law in the SS Agricultural Bank of China, and make a statistical and Empirical Analysis on the evaluation index of the customer satisfaction. Finally, it studies the strategy of improving the customer satisfaction of the SS agricultural bank, and formulating the new service improvement measures and the management and development strategy of the SS Agricultural Bank. We should improve the service level of SS Agricultural Bank, create more marketing opportunities, improve the ability of profit making and enhance the image of the enterprise, constantly strengthen the comprehensive competitiveness and development of SS Bank of agriculture, so as to make the SS Bank of agriculture a "customer preferred bank, a bank supported by a government, a highly acclaimed bank, and a bank with respect to the same industry".
【學位授予單位】：西南交通大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F832.33;F274

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本文編號：1899831