基于实证分析的JY市邮储银行客户满意提升策略研究

A study on the promotion strategy of customer satisfaction of the JY Postal Savings Bank based on empirical analysis

随着全球经济一体化进程的加快,银行业竞争日趋激烈,客户已成商业银行的战略性资源,客户满意度目前已成为影响商业银行竞争力的关键因素。基于实证研究,对JY市邮储银行的客户满意度进行测量与分析,并从服务理念、特色与定位、产品与服务创新等方面提出了JY市邮储银行客户满意的提升策略。

As the competition in banking industry is becoming more and fiercer, clients have become strategic resources of commercial banks, and customer satisfaction has been a key factor affecting the competitiveness. Based on empirical researches, the paper measured customer satisfaction and put forward some policies to improve the customer satisfaction for the JY Postal Savings Bank from customer service concept, features and positioning, product and service innovation etc.