关键词:城市商业银行,顾客满意度,竞争战略湖 北 工 业 大 学 硕 士 学 位 论 文
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Abstract
As China&39;s financial market liberalization, open, diversified and standardization,
city commercial Banks in China was facing a good opportunity and enormous challenge.
In 2008, after the subprime crisis, the financial market risk increased sharply, because
our country city commercial bank in a protected state for a long time, poor risk
awareness, risk control ability was insufficient, and market positioning fuzzy was
plagued by problems such as the development of the city commercial bank market.
Therefore, our country city commercial Banks need to adjust the competitive strategy of
comprehensive, system, which is based on the financial market in our country
differentiation, customer consumption personalized, diversified consumption channel
characteristics, city commercial Banks in China should make competitive strategy to
customer demand-oriented. The paper, by analyzing the development course of city
commercial Banks in our country, the internal mechanism and external environment,
through the enterprise competition strategy, customer satisfaction model and related
discipline knowledge, city commercial Banks in China are put forward to develop
customer satisfaction oriented evaluation system. Then, based on the JiuJiang bank for
example, through the questionnaire and statistical analysis, to find the problems existing
in the city commercial Banks and its reason; From the perspective of customer
satisfaction, in the organization management system, brand, service quality, customer
feedback mechanism and so on multi-dimensional, for commercial Banks to strengthen
the implementation of the strategy of competition in China are put forward.
Keywords: City Commercial Bank , Customer Satisfaction , Competitive Strategy湖 北 工 业 大 学 硕 士 学 位 论 文
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目 录
摘要........I
Abstract......II
目 录....III
第 1 章 绪论..1
1.1 研究背景...... 1
1.2 研究意义...... 2
1.3 研究现状...... 3
1.3.1 国外研究现状...........3
1.3.2 国内研究现状...........4
1.4 研究思路和方法...... 6
1.4.1 研究思路.......6
1.4.2 研究方法.......7
第 2 章 相关理论概述..........9
2.1 顾客满意度概述...... 9
2.1.1 顾客满意.......9
2.1.2 顾客满意度...9
2.1.3 顾客满意度的基本特征.....10
2.1.4 顾客满意度的影响因素.....11
2.2 竞争战略概述........ 13
2.2.1 成本领先竞争战略.13
2.2.2 集中化竞争战略.....13
2.2.3 差异化竞争战略.....14
2.3 顾客满意度与竞争战略机理概述 14
2.3.1 基于顾客满意的竞争战略思想.....14
2.3.2 顾客满意度与竞争战略的机理关系.........15
第 3 章 城市商业银行竞争环境分析........17湖 北 工 业 大 学 硕 士 学 位 论 文
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3.1 城市商业银行竞争战略现状........ 17
3.1.1 城市商业银行发展的基本情况.....17
3.1.2 城市商业银行竞争战略实施的基本现状.17
3.2 城市商业银行外部竞争环境........ 18
3.2.1 政策环境分析.........18
3.2.2 经济环境分析.........19
3.2.3 社会环境分析.........20
3.2.4 技术环境分析.........20
3.3 城市商业银行内部竞争环境........ 21
3.3.1 城市商业银行的治理结构分析.....21
3.3.2 城市商业银行的组织结构分析.....22
3.3.3 城市商业银行的组织文化分析.....22
3.4 城市商业银行竞争力综合评价.... 22
3.4.1 行业中现有竞争者.23
3.4.2 潜在进入者进入能力.........23
3.4.3 替代品的替代能力.23
3.4.4 供应商(存款者)的讨价还价能力.24
3.4.5 购买者(贷款者)的讨价还价能力.24
第 4 章 城市商业银行竞争战略现状分析25
4.1 九江银行竞争战略分析.... 25
4.1.1 九江银行基本情况.25
4.1.2 九江银行竞争战略的基本现状.....25
4.1.3 九江银行客户满意度调查研究..
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