Study And Analysis On Customer Satisfaction Case Study In Service Company (Bank)

Study And Analysis On Customer Satisfaction Case Study In Service Company (Bank)-69
This work is inefficient, resulting in generally low customer satisfaction.We used to do business at Bank of X and found that the bank only opened two processing windows.

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So we mainly strengthen banking business process management through Six Sigma management, to shorten customer waiting time and improve bank customer satisfaction.

Six Sigma management is a new process of a process change that reduces customer operating costs and cycles while improving customer satisfaction [].

The customer-oriented service concept has become the company’s purpose.

Therefore, the demand for banking services by users is getting higher and higher.

The opening of the window of banks is unreasonable.

The working day is only about 60% open rate and only a 50% open rate on non-working days.Therefore, many experts and scholars have conducted a series of studies on this.Rust and Zahorik constructed a mathematical model for urban retail banks to assess the value of customer satisfaction [].Six Sigma is a management model that enhances the profitability of an organization by improving the quality of its operations.Six Sigma is an effective management strategy for companies to gain competitiveness and sustainable development in a new economic environment [].Among all the business of the bank, the most important thing is the counter service.The quality of the counter service directly reflects the strength of the bank’s overall service level and affects customer satisfaction with banking services.At present, due to the large population of China, the drawbacks caused by poor banking services are becoming more and more apparent, especially for the long-term waiting time for consumers.According to statistics, from the queuing or taking the number to the counter to handle business, the average waiting time for bank outlets exceeding 30 min is more than 30%.Based on the field survey, we designed the Six Sigma process for commercial bank customer satisfaction, and applied the method to retail bank customer management, enriched the customer satisfaction theory, and had a specific theoretical value for the development of customer satisfaction theory.The situation of customer satisfaction is closely related to the core competitiveness of the bank.


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