摘要
在当前激烈的金融竞争形势下,以客户需求为中心的金融服务体系建设是农商行发展的必由之路。以客户满意度为纽带,提出了农商行以客户需求为中心的金融服务体系建设的理论框架,以及对客户满意度进行评价的指标体系和方法。在此基础上,提出了具体的实施建议和措施,为提升农商行的竞争力提供参考。
In view of the fierce competition of the financial market currently, rural commercial bank has to develop financial service system which takes customer' s demand oriented. In this paper, the author attempted to put forward a theoretical framework for rural commercial bank' s financial service system, and also designed an evaluation index system of customer's satisfaction. At last, specific suggestions were made for the purpose of improving rural commercial bank' s Competitiveness.
出处
《贵州商业高等专科学校学报》
2012年第2期40-44,共5页
Journal of Guizhou Commercial College
关键词
农商行
金融服务体系
客户满意度
Rural commercial bank
Financial service system
Customer's satisfaction