银行个人理财服务顾客满意度影响因素

提高顾客满意度是个人理财服务快速发展的关键。本文从顾客角度探讨了我国银行个人理财服务销售人员的特征、品牌资产、关系品质、感知风险与顾客满意的关系,从而寻求提高顾客满意度的关键因素。通过建立假设模型、开发测量量表及对中国7家银行的数据统计分析,本文发现:销售人员特征对我国银行的个人理财服务顾客满意度总影响效果最大,其次为感知风险,再次为品牌资产;关系品质对顾客没有直接影响,但会通过感知风险间接影响顾客满意度。理财经理的素质和能力及品牌的塑造是我国银行个人理财服务发展的关键。     

银行应加强顾客满意度管理

在银行实践过程中,加强对顾客满意度的管理,不断提高顾客的满意度,培育顾客的忠诚度,是一个银行创造更高利润的基础。本文就银行如何加强顾客满意度的管理提出了一些意见和建议。     

金融机构顾客满意度的理论分析与实证研究——基于399个调查数据

顾客满意是金融机构维系和争取顾客的战略目标。本文通过问卷调查采集了湖北399个顾客满意度数据,构建了结构方程模型并运用AMOS进行了相关性分析及路径检验。研究发现:有形服务、营业网点、银行服务人员能力素质、银行代理业务对满意度存在直接影响;而银行服务相关费用、银行服务提供能力、银行传统业务对满意度的影响路径并不显著。这说明城镇金融机构可以从优化金融机构配套基础设施建设、改善银行服务人员能力素质、加强金融产品创新等方面提高顾客满意度。     

国有商业银行服务质量比较研究

、研究背景现代银行业的竞争主要体现在对目标顾客的服务竞争 ,服务质量越来越成为商业银行核心竞争力的重要组成部分。顾客满意度是测度银行服务质量的主要管理指标 ,通过顾客对服务标准的期望值、容忍值 ,对照感知的银行服务表现之间差距的判断 ,银行可以有针对性地改进和提高管理水平。顾客满意度也是衡量银行竞争力的重要指标 ,通过比较各家银行在顾客心目中的表现 ,可以分析各家银行在竞争中的优劣势。为提高银行服务的针对性和有效性 ,进一步研究银行服务质量标准 ,建立一套科学的银行服务质量评价体系 ,从而推动我国银行业向国际一流…     

基层网点如何提高顾客满意度

由于金融业竞争日趋激烈,各家银行的产品差异不大,网点分布邻近相同,顾客以什么来取舍银行?毫无疑问,自然是服务,而且是人性化的服务。这也意味着提供优质服务并不只是口号,也不只是浅层次的微笑服务,而是细节上的不断完善,不断创新。顾客满意,就是顾客在办理业务时的主观感受与期望进行比较后的情感状态,受到银行形象、银行产品和银行服务因素的影响。     

商业银行排队服务系统与顾客等待关系研究

为有效减少顾客等待时间,争取更多的顾客,提高顾客满意度,商业银行主要采用了三种不同的排队服务系统:大堂经理引导排队服务系统、单条队排队服务系统和提供叫号机排队服务系统。实证表明,三种排队服务系统对顾客等待有显著影响。只有通过设置、合理采用排队服务系统,真正减少顾客等待的时间,加大对银行员工的培训力度,增强服务意识,提升业务水平,有效进行客户分流,增加自助设备和大力发展电子银行,才能提高顾客的满意度。     

网上银行顾客感知价值对银行顾客资产的影响

本文引入顾客感知价值衡量消费者对网上银行的感知,将其分为功能价值、情感价值、社会价值、自我效能价值和感知利失五个维度,并建立结构方程模型考察它们对银行顾客资产(价值资产、品牌资产和关系资产)的影响。通过对360位网上银行用户进行问卷调查及分析发现,顾客对网上银行的情感价值、社会价值、自我效能价值这三个维度的感知与银行的品牌资产和关系资产之间具有显著的正向影响,感知利失对二者有显著的负向影响;关系资产是银行顾客资产最重要的驱动因素,商业银行应该通过提高顾客对网上银行的感知程度,来提升银行的顾客资产。     

订立ATM机新准则：绿色、全能、安全——访迪堡公司北亚及中国区总裁胡竹君

银行网点是银行与顾客保持接触的关键场所，在竞争与自身成长需要的驱动之下，它们必须由原来简单的交易场所转变成为树立银行品牌形象，推广银行金融产品和服务的重要传播渠道。     

银行员工素质化管理激励机制的构建

商业银行最具竞争力的是一线员工．一线员工包括客户经理和前台柜员。就营销银行的金融产品及服务来看．前台柜员和客户经理具有同质性，他们都直接与客户打交道，为客户服务。而服务与物理产品相比，多是物理不可知的、需求不确定的、心理型的和人格化的。因此．一线员工对银行的忠诚度决定着顾客对银行的忠诚度，高级管理层如何管理一线员工与顾客相接触的这一过程．是对高级管理层的一大挑战。目前，随着“扁平化”经营管理模式的逐渐推行，减少了管理层次和管理人员，     

利用客户访问日志数据研究客户需求和服务设计

在技术环境迅速变化的今天,产品不断更新换代,顾客的需要随时可能变化,但不管顾客需要什么产品,企业成功的秘诀在于与顾客维系有利可图的关系。特别对于像银行这类服务收益日益增长、竞争焦点转向客户服务的企业,为了维持客户,需要不断地采用先进的技术手段,增加和改善服务渠道,从传统的等待顾客上门的面对面服务到自动柜员机、电话银行、网上银行、移动手机银行、汽车银行和24小时自助银行等,正是转向服务竞争的具体体现。     

利率市场化背景下银行同业存款定价的模型设计

随着我国利率市场化进程的不断推进,同业存款已经实现了市场化定价。为了适应利率市场化的形势,进一步巩固客户关系,并为银行业务发展提供低成本的资金来源,需要积极研究完善同业存款定价方法。本文借鉴西方商业银行在存贷款等产品定价方面的研究,结合当前商业银行金融同业业务的具体情况,设计了基于客户综合贡献和银行目标利润的同业存款定价模型,并对此方法做进一步的讨论,提出要将定量分析与定性分析相结合,完善客户关系管理(CRM)系统,结合不同行业同业客户特点提高该模型适用性等建议。     

商业银行客户关系模式的创新

随着经济发展和社会分工的深化,各种经济活动之间相互依存、相互渗透,联系愈来愈紧密。银行客户关系变得日益复杂化和网络化,传统的一对一关系、服务与被服务模式受到挑战。本文基于社会网络视角,对银行客户关系的模式和策略进行研究,指出银行要站在更高的层次、以更宽的视野和更开放的心态来审视银行客户关系,全面诠释角色定位,加强合作模式、营销模式和产品服务模式创新,强化网络关系整合管理,延伸服务触角,从单一服务提供商向核心客户战略伙伴、渠道资源整合者、终端客户服务集成者转变,实现借力发展合作共赢。     

对我国银行卡收费问题的经济分析及政策建议

本文从完全信息动态博弈假设出发研究银行卡收费的问题,探讨收费是否符合银行的经济利益,得出以下基本结论:加大中间业务收费力度、提高非利息收入比例是大势所趋;收费决策受收益水平、客户敏感度、自身规模等多种因素影响;农业银行收费是"个行理性"的行为;其他国有商业银行和交通银行都应加入收费的行列;招商银行的理性行为是不收费;其他中小银行目前的最佳选择是观望等待.在具体实践中,国有商业银行应该谨慎而坚定地推行服务收费,充分认识到收费的"双刃剑"效应,采取必要措施消除其负面影响;大多数中小银行在追求整体效益和经济规模的目标下会继续实施免费.     

Process mapping — Re-engineering the opening student account process: The case of Lloyds TSB Bank

The paper focuses on the operational process in a local consumer service company, which in this case is a branch of Lloyds TSB Bank. The study conducts a critical analysis of the operational process of opening a Lloyds TSB student account. It concentrates on Lloyds TSB Bank's historical background, its operations and the services that it offers to consumers: particularly the opening student account process. The process of opening a student account is documented in a flowchart that highlights operational steps, the visibility line between front-end and back-room staff. This flowchart has allowed for the identification of both potential and actual bottlenecks in the process, which will prevent a quality service encounter for the customer. After outlining these problematic areas, the adopted methodological approach yields a redesigned flowchart illustrating these changes. Further, this paper proposes a re-engineered process and provides useful managerial recommendations for improving the opening student account process. Finally, it outlines future research direction in this area.     

Satisfaction drivers for Internet service technology among stock brokerage customers in Thailand

Many financial services firms are offering the Internet as a self-service technology (SST), for online stock trading, in an effort to increase effciency and give customers greater access. It is important to understand how this technology will influence customer satisfaction. This paper reports results of exploratory research to identify sources of customer satisfaction and dissatisfaction with the service encounter in Thai stockbrokerage firms. Results show that customers and service providers determine sources of customer dis/satisfaction differently, depending on whether the service encounter is technology-based or interpersonal. Different customer profiles give rise to segmentation in response to the use of Internet technology in this industry.     

Want to perfect your company's service? Use behavioral science.

It may seem like the topic of service management has been exhausted. Legions of scholars and practitioners have applied queuing theory to bank lines, measured response times to the millisecond, and created cults around "delighting the customer." But practitioners haven't carefully considered the underlying psychology of service encounters--the feelings that customers experience during these encounters, feelings often so subtle they probably couldn't be put into words. Fortunately, behavioral science offers new insights into better service management. In this article, the authors translate findings from behavioral-science research into five operating principles. First, finish strong: the ending is far more important than the beginning of an encounter because it's what remains in the customer's memory. Second, get the bad experiences out of the way early: in a series of events, people prefer to have undesirable events come first and to have desirable events come last. Third, segment the pleasure, combine the pain: since experiences seem longer when they are broken into segments, it's best to combine all the boring or unpleasant steps of a process into one. Fourth, build commitment through choice: people are happier when they believe they have some control over a process, particularly an uncomfortable one. And fifth, give people rituals and stick to them: most service--encounter designers don't realize just how ritualistic people are. Ultimately, only one thing really matters in a service a encounter--the customer's perception of what occurred. This article will help you engineer your service encounters to enhance your customers' experiences during the process as well as their recollections of the process after it is completed.     

客户服务是商业银行信用卡品牌建设的最主要途径

品牌是一种能够体现企业独特性、区别不同企业的差异性.信用卡品牌是体现不同发卡银行差异性的服务品牌,信用卡品牌的形成过程就是发卡银行差异性的定位、调整与形成的过程.无形服务与有形产品在差异性领域以及差异性传递方面存在着本质差异,决定了服务品牌与产品品牌的重大不同.有形产品主要通过广告宣传来建立认知和品牌,无形服务主要通过客户服务和客户体验来建立认知和品牌.     

商业银行客户关系管理的价值链模型研究

本文在系统比较关于价值链的四大主要理论基础上,以波特的传统价值链模型为基础,结合商业银行以客户为中心的经营特点,构建了适用于商业银行客户关系管理的价值链模型,它将银行的价值活动分为由识别挑选客户、获取客户、保持客户、升级客户和退出客户等环节构成的基本活动,以及由领导和经营思想、人力资源管理、组织结构、组织文化和技术支持等环节构成的辅助活动两大类,该价值链的最终目标在于通过这些活动在银行与客户之间建立一种长期的、互利互惠的关系,银行如果能比竞争对手更好地、灵活地开展这些活动,就能赢得竞争优势。     

商业银行渠道交叉销售发展策略——以中国工商银行北京市分行为例

目前,商业银行服务渠道呈现多元化发展趋势,逐步建立起"银行柜台+电子银行+自助设备+客户经理"立体化、分层次的多渠道分销体系,四类渠道各有特点、互为补充,但仍存在协同配合不足的问题,一定程度上影响了渠道营销合力的发挥.本文从商业银行各类渠道的基本特征入手,分析了银行渠道应用与业务协同发展的关系及存在的主要问题,进而提出...     

Online banking in India: An approach to establish CRM

Technology is fast altering the business servicescape. Its role in improving customer service levels is being used strategically and increasingly by service organizations. The service attributes and quality can be enhanced by deployment of technology. The Internet has facilitated convenience in customer interactions and transactions with the banks. Online banking is currently emerging as a new approach in India for providing improved accessibility and expediency to customers. Most banks have their own websites for improving the customer interface and offering online services. The article studies the applicability of online banking in India and its role in fostering relationships with customers and giving them more value. The research was conducted on customers familiar with online banking in India, and their perceptions about online banking were studied. The findings reveal that customers are using the services but are skeptical about the financial transactions and service quality dimensions.