内部客户满意度评价体系研究--以H银行总部部门为例

Research on Internal Customer Satisfaction Evaluation System--A Case Study on H bank Head Office

企业如何在专业化分工之后提升一体化效率,并且在部门之间、总部与下属公司之间建立内部协同工作的有效评价机制,这和企业内部客户满意度评价体系有重要关系。本文以H银行总行职能部门的内部客户满意度评价为例,重点研究了三个关键问题:内部客户满意度评价的问卷如何设计、内部客户满意度评价如何组织实施、内部客户满意度评价的结果如何分析和应用,并就如何提高内部客户满意度评价的效度提出了相关建议。H银行的相关做法和经验,对于内部客户满意度评价在我国企业中做进一步的推广和应用有一定的借鉴意义。

How to improve the enterprise integration efficiency after specialization and establish effective evaluation mechanism of internal collaboration among departments, headquarters and affiliated companies, this is related to the internal customer satisfaction evaluation system. This paper takes H bank headquarters functional departments of internal customer satisfaction evaluation as an example, focusing on Three major issues： （1）, how to design internal customer satisfaction evaluation questionnaire.（2）, how to organize and operate internal customer satisfaction evaluation. （ 3 ） ~ how to analyze and apply the results of internal customer satisfaction evaluation. This paper also puts forward some suggestions on how to improve the validity of internal customer satisfaction evaluation in the Practice. H bank＇s practices and experience of internal customer satisfaction evaluation may has a certain reference value to other China＇s enterprises.