论农商行以客户需求为中心的金融服务体系建设

Analysis of developing financial service system which takes customer's demand oriented for rural commercial bank

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.