I 摘要 银行的服务质量是商业银行核心竞争力的基础所在，提供高质量的银行服务 不仅是商业银行坚持不懈的追求，也是我国银行业在新形势下的必然选择。顾客 满意度则是衡量一家银行服务质量高低的关键。 我以YC银行SX分行企业客户服务满意度现状、评价及服务满意度提升对 策为主要研究内容，首先对有关顾客满意度、商业银行服务等的国内外相关理论 概述，其次，阐明了企业客户的概念、企业客户服务满意度的影响因素等内容， 分析 YC银行SX分行企业客户服务满意度现状，再次，构建企业客户服务满意 度评价模型，并以实例进行评价验证，最后，从树立良好品牌形象、产品设计理 念升级、客户服务流程规范、服务团队优化建设、信息系统改善应用以及服务满 意度评价与反馈6个方面提出YC银行SX分行企业客户服务满意度提升的对 策，细化对应保障措施。 本文着眼YC银行SX分行的实际经营需要，剖析YC银行SX分行企业客 户服务满意度较低的现状，借鉴国内外相关基础理论，采用区域客群分析、同业 金融机构间比较研究、客户体验问卷调查等方式，构建企业客户服务满意度评价 模型，提出针对该行企业客户服务满意度提升的方案。希望此方案有一定的借鉴 和指导作用，实施中切实缩小在服务企业客户方面YC银行SX分行与同业金融 机构之间的差距，有效提升YC银行SX分行企业客户服务满意度。 关键词：顾客满意度 YC银行 企业客户 Abstract III Abstract The service quality is the foundation of the core competitiveness of commercial banks; therefore, providing high-quality banking services is not only the persistent pursuit of commercial banks, but also the inevitable choice of China's banking industry under new situations. Customer satisfaction is the key to measure the service quality of a bank. The author takes the current status, evaluation and improvement countermeasures of the business customer service satisfaction of Shanxi Branch of Postal Savings Bank of China (hereinafter referred to as Shanxi Branch of the PSBC) as main research contents. Firstly, the author gives an overview of relevant theories about customer satisfaction and commercial banking services both at home and abroad; secondly, the author expounds the concept of business customer and the influencing factors of business customer service satisfaction, and further analyzes the status quo of business customer service satisfaction of Shanxi Branch of the PSBC; thirdly, the author builds up an evaluation model for business customer service satisfaction, and verifies the evaluation with an example; finally, the author puts forward countermeasures to improve customer service satisfaction and refines corresponding supporting measures from six aspects ranging from accurate analysis of target customers, upgrade of product design concept, customer service process specification, optimized construction of service team, improvement and application of information system, to evaluation and feedbacks for service satisfaction. With the actual operational needs of Shanxi Branch of the PSBC in mind, this thesis analyzes the current low customer service satisfaction of Shanxi Branch of the PSBC, uses relevant basic theories both at home and abroad as reference, and establishes the evaluation model for business customer service satisfaction by means of regional customer group analysis, comparative study with peers and customer experience questionnaire, etc., then proposes solution to improve customer service satisfaction. It is hoped that this solution can be used for reference and guidance to narrow the gap on business customer service ability between Shanxi Branch of the PSBC and its peers, and can effectively improve the business customer service satisfaction of Shanxi Branch of the PSBC. Keywords: Customer Satisfaction PSBC Business Customer 插图索引 V 插图索引 图4. 1 调查对象年龄分布 .................................................................................................. 27 图4. 2 调查对象成为客户年限 .......................................................................................... 27 图4. 3 客户性质 .................................................................................................................. 28 图4. 4 影响因素的平均满意度 .......................................................................................... 32 图4. 5 产品满意度分析 ...................................................................................................... 33 图4. 6 工作人员服务与效率满意度分析 .......................................................................... 33 图4. 7 设施与系统满意度分析 .......................................................................................... 34 图4. 8 品牌满意度分析 ...................................................................................................... 34 表格索引 VII 表格索引 表4. 1 基本信息统计结果表 ............................................................................................. 26 表4. 2 客户满意度指标体系 ............................................................................................. 29 表4. 3 量表信度 ................................................................................................................. 30 表4. 4 KMO 和巴特利特检验 ........................................................................................... 31 表4. 5 主成分分析解释的总方差 ..................................................................................... 31 符号对照表 IX 符号对照表 缩略语对照表 XI 缩略语对照表 目录 XIII 目录 摘要 ........................................................................................................................................ I Abstract ................................................................................................................................ III 插图索引 .............................................................................................................................. V 表格索引 ........................................................................................................................... VII 符号对照表 ......................................................................................................................... IX 缩略语对照表 ..................................................................................................................... XI 目录 .................................................................................................................................. XIII 第一章 绪论 .......................................................................................................................... 1 1.1 研究背景 ...................................................................................................................... 1 1.2 选题意义 ...................................................................................................................... 2 1.3 国内外文献综述 .......................................................................................................... 2 1.3.1 国外研究现状 ....................................................................................................... 2 1.3.2 国内研究现状 ....................................................................................................... 4 1.3.3 论文的研究框架与方法 ....................................................................................... 4 1.4 研究的创新与不足 ...................................................................................................... 6 1.4.1 研究创新 ............................................................................................................... 6 1.4.2 不足之处 ............................................................................................................... 6 第二章 相关理论概述 .......................................................................................................... 7 2.1 顾客满意度理论 .......................................................................................................... 7 2.1.1 顾客满意度定义 ................................................................................................... 7 2.1.2 顾客满意度的研究意义 ..................................................................