商业银行顾客满意度测评系统的分析与研究(硕士)

商业银行顾客满意度测评系统的分析与研究(硕士)(论文27000字)
The Analysis and Research on Customer Satisfaction Evaluation System for Commerical Bank
摘　要
满意度调研进入中国10多年的时间，从最初的服务落实度调查，到感知质量调查，到满意度指数模型调查，不断与多种研究技术和理念相结合，发展出满足不同需求的满意度调研技术。在科技飞速发展的今天，国内银行业数据大集中的发展，银行后台运营服务的重要性逐步显现出来，随着学科研究专业化和行业化的不断深入，对银行后台运营服务的测量、统计、分析等领域的关注也越来越多。围绕“以客户为中心”的理念，通过对银行后台运营服务的客户进行满意度测评，成为对银行后台运营服务研究的重要手段和参考。文章不仅将商业银行顾客满意度的诊断信息引入到商业银行内部的经营过程之中,并且从客户满意度指标的设计、指标测评及测评表格的诊断分析等多个方面论述了顾客满意度对商业银行的重要性。以此来反映商业银行在不同阶段业务发展的现状及所处的经营环境科学设置测评指标的优劣性，进而为商业银行的改革及下一阶段的战略制定提供参考。通过提高商业银行的顾客满意水平,使得银行在行业竞争中取得更大优势。

关键词:商业银行;满意度调查系统；测评指标

Abstract
The research of customers’ satisfaction has entered China for more than ten years, which is from the beginning of the investigation in implementing service to the research on perceived quality and the satisfaction index model. Through integrating diverse research techniques with principles, the technique of research on satisfaction has developed to cater for various requirements. With rapid development of science and technology nowadays, the data of domestic banking industry has a centralized development, and the importance of service on banking back-stage operation has emerging. With deepening professionalized and specialization on subjects’ research, the measuring, collecting and analyzing on banking back-stage operating service has attracted increasing more attention. The assessment on customer’s satisfaction of banking back-stage operating service, which concentrated on the concept of customer-centricity, has become a significant means and reference on the investigation of banking back-stage operating service. This article not only  introduces the diagnostic system of customers satisfaction into the process of commercial banks’ internal management，But also discusses the importance of customer satisfaction for commercial banks from many aspects of the design of the customer satisfaction index, index analysis and evaluation and diagnostic analysis of the evaluation forms. To reflect the current situation of cummmercial banks at different stages of business development and the advantages and disadvatages in which scientific evaluation index set of business environment. Thereby providing a reference for the strategic development in the next stage of commercial banks’ reform. By improving customer satisfaction level of commercial banks, allowing banks to achieve greater competitive advantage in the industry.
Keywords: commercial bank; investigating system of satisfaction;
evaluation index；

目录
摘　要    2
Abstract    3
第1章 绪 论    6
1.1 研究背景及意义    6
1.2 国内外顾客满意度测评文献综述    7
1.2.1 国外顾客满意度测评研究综述    8
1.2.2 国内顾客满意度测评研究综述    9
1.2.3 我国商业银行满意度模型的发展    10
1.3 研究方法及内容    11
1.4 本章小结    12
第2章  商业银行顾客满意度测评系统技术和理论基础    12
2.1 顾客满意度测评理论    12
2.1.1 顾客满意度指数    12
2.1.2 顾客满意度测评模型    13
2.1.3 本系统顾客满意度评价体系    16
2.2.2 系统开发语言介绍    16
2.2.3 系统开发框架介绍    17
2.2.4 系统数据库介绍    18
第3章 商业银行顾客满意度测评系统的分析    19
3.1 需求获取    19
3.1.1 需求获取    19
3.1.2 需求分析    20
3.2 关于顾客满意度的测评方法    21
3.2.1 指标测量法    21
3.2.2 结构方程建模法    21
3.2.3灰色关联分析法    21
3.2.4 主成分分析法    22
3.2.5模糊综合评价法    22
第4章 商业银行顾客满意度测评系统的设计    23
4.1 关于如何构建商业类型银行的顾客满意度测评指标    23
4.1.1如何确定商业类型银行顾客满意度的影响因素    23
4.1.2 商业银行顾客满意度指标体系建立的原则    24
4.1.3 商业银行顾客满意度测评指标体系构成    24
4.2系统主要功能与流程图    27
4.2.1顾客满意度调查信息收集功能    28
4.2.2顾客满意度分析与报表统计分析功能    30
4.2.3管理员管理功能    32
第5章 商业银行顾客满意度测评系统的实现    34
5.1系统环境配置和部署    34
5.1.1系统环境配置    34
5.1.2系统环境部署    34
(1)修改Tomcat的JDK目录    34
(2)配置数据源    34
Context fragment for deploying MyWebApp.war    36
5.2系统实现    36
结论与展望    48
参考文献    49
致 谢    52