商业银行零售业务客户满意度指标的甄别

随着我国金融市场的全面开发、金融管制的放松和市场竞争的加剧,提高客户满意度水平,争夺客户资源已成为银行提升市场竞争力的重要手段。目前,我国的商业银行在客户满意度管理方面与西方发达国家银行业相比还有一定的差距,具体表现在满意度测度指标的不合理,银行管理人员在提高客户满意度的过程中抓不住关键因素等方面。因此,针对我国商业银行进行客户满意度影响因素的分析具有现实意义。本文对我国商业银行零售业务的客户满意度进行了实证研究,作者采用因素分析方法对影响银行零售业务客户满意度的指标进行了甄别和归类,并对分类后的因素指标体系进行了信度和效度的检验。     

银行零售客户满意度的影响因素研究——基于问卷数据的实证分析

随着利率市场化的持续推进以及金融危机的影响,未来商业银行零售业务将日益重要,零售业务已成了国内商业银行市场竞争最激烈的业务领域之一。在银行业务同质化的背景下,客户偏好对零售业务的成败起决定性作用,其中,客户满意度是关键因素。本文在回顾文献的基础上,建立了零售银行客户满意度指标体系;在问卷调查的基础上收集到样本数据,构建银行零售客户影响因素模型,通过回归分析侦查到银行零售客户满意度的主要影响因素,最后提出政策性建议。     

商业银行零售业务客户满意度指标的甄别

随着我国金融市场的全面开发、金融管制的放松和市场竞争的加剧，提高客户满意度水平，争夺客户资源已成为银行提升市场竞争力的重要手段。目前，我国的商业银行在客户满意度管理方面与西方发达国家银行业相比还有一定的差距，具体表现在满意度测度指标的不合理，银行管理人员在提高客户满意度的过程中抓不住关键因素等方面。因此，针对我国商业银行进行客户满意度影响因素的分析具有现实意义。本文对我国商业银行零售业务的客户满意度进行了实证研究，作者采用因素分析方法对影响银行零售业务客户满意度的指标进行了甄别和归类，并对分类后的因素指标体系进行了信度和效度的检验。     

商业银行零售业务客户满意度研究

提升客户满意度是商业银行提高其竞争力、获利的关键所在。本文利用调查问卷对海南省海口市某商业银行的多个网点零售业务客户满意度进行调查分析,得出其零售业务客户满意度处于基本满意至较满意水平之间,并为其进一步提高客户满意度水平提出了两点改进措施。     

商业银行零售业务客户满意的维护与提升

商业银行零售业务因其风险小、利润贡献大等特点,越来越受到商业银行的重视,零售客户资源尤其是高价值客户资源成为商业银行竞相争夺的热点。通过对银行客户满意关系现状及其影响因素的分析,寻求维护客户满意关系的方法,努力保持客户的满意度,以保证商业银行持久利润的来源。     

如何提升客户满意度

实施客户服务满意工程,提升客户满意度,是现代商业银行拓展业务、争取客户的重要手段。本文从选择银行客户最重要的满意系统入手,深入研究客户的期望值,通过关系市场营销来实现并超越客户期望值等方面对商业银行提高客户满意度进行了探讨。     

简讯

零售银行客户满意度较去年提升 近日，J．D．Power亚太公司研究机构发布了2013年中国零售银行客户满意度研究报告。报告显示，中国零售银行总体客户满意度在2013年显著提升，与2012年相比，大型商业银行和股份制银行都取得了明显进步。     

个人投资顾问服务“延伸论”

目前,零售银行业务已经成为商业银行的重要战略性业务,零售业务对银行利润的贡献度稳步提升,未来多家银行都将提高零售业务在全行净利润的占比,这对个人业务发展提出了更高的要求。在个人零售业务板块中,投资理财业务占有重要地位。近年来,各家银行代销基金、证券集合计划、黄金和弹财产品等业务均保持了较快的增速。但在个人投资产品零售业务处于高速增长的环境下,一定程度上银行对个人客户的售后服务还不到位,对这部分客户的投资顾问服务处于相对缺失的状态。从长期来看,这一局面可能会影响个人投资业务的持续推进和零售业务战略的实现,有必要对这项工作进行深入研究。     

我国零售银行客户服务的挑战和应对措施

随着我国经济发展水平的不断提高,伴随着金融体系改革的日渐深入,金融服务的样式变得日趋多样,并且市场竞争也在加剧,而零售银行也开始将发展的中心转为了以客户为中心,将客户的满意度作为衡量其服务水平的重点,从而提高其在市场中的竞争力。但是,我国零售银行客户服务仍然面临着非常多的问题,对客户满意度、忠诚度造成了非常大的影响,为此,本文主要对我国零售银行客户服务面临的挑战进行了分析,并提出了一些解决对策,为提高零售银行业务服务水平、简化操作模式、流程提供一些借鉴。     

银行——服务让客户享受

当今社会全球经济一体化,银行业与社会的各行各业紧密相连,尤其是银行的服务水平和服务质量直接关系到老百姓对银行的满意度,因此,优化业务操作流程,改善网点环境,树立以客户服务为中心,改善服务效率,提高服务质量,提升客户满意度,将是银行提升竞争力,服务社会,服务大众的必然选择。     

Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services

As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied. The paper discusses important implications of the findings and presents valuable insights for the practitioners as well as academia.     

Antecedents to customer satisfaction with financial services: The moderating effects of the Need to Evaluate

In this study, we examine how the personality trait Need to Evaluate (NES) moderates the effects benevolence, image and service quality have on customer satisfaction. We initially establish a theoretically derived baseline model of causes to customer satisfaction, and then argue how these effects should be moderated by NES. Based on a survey of retail banking customers, the hypothesised effects are tested by means of two-group analysis, and we find that the effects differ dependent of the NES levels of the consumers. The results are then discussed and their implications briefly offered.     

Customer retention measurement in the UAE banking sector

This aper investigates how image, perceived service quality and satisfaction determine retention in a retail bank setting. Data were collected from retail banking customers in the United Arab Emirates. The results show that image is both directly and indirectly related to retention via satisfaction, while perceived service quality is indirectly related to retention via satisfaction. The paper concludes that satisfaction is not the sole determinant of retention in retail banking. The managerial and research implications of the study are also discussed.     

Contact management and customer loyalty

This paper is concerned with examining how contact management influences customer loyalty in the retail banking industry. The concept of contact management is explored and developed with reference to the literature on retention, service quality and loyalty. Customer experiences with contacting their bank and their intentions were obtained by means of an online survey, in which consumers were asked about their points of contact with their banks and their intentions to continue their custom and make recommendations. The findings of the survey suggest that contact management plays a significant role in customers' stated intentions. The study concludes that banks and building societies need to manage customer contacts to achieve high levels of customer satisfaction levels and so that loyalty is strengthened.     

Making cross-border retail finance a reality case study: Deutsche Bank PBC S.A. in Poland

Until recently, the retail banking industry was widely recognised as being predominantly a local activity. Now retail banking is increasingly affected by globalisation. Cross-border activity offers opportunities for financial institutions to boost their sales through unified marketing and client acquisition techniques. Deutsche Bank quickly recognised the advantages of a regional versus a local approach to its retail activities in Europe. This paper outlines and discusses Deutsche Bank's cross-border activity in the Polish market. Poland, which joined the European Union in May 2004, is an interesting area of study. The case study presents the Deutsche Bank approach to retail banking in Poland. The case concludes that it is not the behaviour of the customer which is the most important obstacle to cross-border retail banking, but rather the legislative environment of the individual countries. With the harmonisation of European policies in this respect, these hurdles should be eliminated gradually.     

Antecedents of brand loyalty in South African retail banking

With new banks entering the South African market and consumers generally not satisfied with their current bank, brand loyalty in the banking sector is receiving greater attention. A gap in the literature exists regarding the issues of bank loyalty and their antecedents in South African retail banking because of the few studies available in the South African context, the new competitive environment in the banking sector, the multi-cultural nature of the market, and the likely switching behaviour by customers. The South African context is a multi-cultural environment and therefore offers a unique background as most previous brand loyalty studies have been in mono-cultural contexts. The purpose of this study was to investigate the antecedents of brand loyalty, including satisfaction, brand relationship quality, customer advocacy, and brand trust in retail banking. We report on a survey of 351 banking customers through SEM using AMOS. While the findings are generally supportive of previous studies, some surprising results are discussed and implications for both theory and practice are highlighted.

     

Customer account relationships and e-retail banking usage<Superscript>1</Superscript>

Financial institutions are actively developing new electronic banking products for their retail customers. To date, the market leaders have drawn a disproportionably higher share of e-retail banking customers. In response, smaller institutions have become quite active in exploring ways to participate profitably in online banking. A major influence is from a customer relationship management (CRM) perspective, where institutions try to limit the outflow of current customers and direct high-value customers to potential products from a multi-product service offering array. These efforts can succeed only if retail bank marketers focus the promotion of the new products and services that can utilise this channel toward those customers who are most likely to find them attractive. The first aim of this study was to examine the role that online and electronic banking play in defining the customer's primary financial relationship. The analysis of 701 retail customers of a financial institution presented in this study suggests that banks and other institutions are highly vulnerable to loss of customers to rivals with extensive online services. A second aim was to examine to what extent information on banking relationships is able to extend CRM analysis beyond that offered by typical demographic and income data. Current customer account relationships are found to be highly predictive of use of electronic services use in general. And, interest in the use of specific online services is related to differing customer relationships in addition to ordinary demographic and balance information. These findings can be useful for retail banking in identifying potential high-value users from a customer relationship management perspective.     

基于因子与回归分析的商业银行顾客满意度研究——以某上市银行长沙市支行为例

对某上市银行长沙市支行顾客满意度的调查数据进行因子分析，建立以顾客满意度为因变量、公共因子为自变量的回归分析方程，且方程和回归系数分别通过显著性水平为0．01的F检验和t检验。研究表明，对该银行顾客满意的影响，服务质量居首位，银行环境、产品、追踪服务居中间位，价格居末位。据此，提出了具有针对性的对策建议。     

Share of wallet's role in customer profitability

Understanding the financial contribution customers make to their organisations is an initial step in customer relationship management. Set in the banking industry, this paper examines the strength of ‘share of wallet’ as a proxy variable for measuring customer profitability. Data from a study of 1,100 personal retail banking customers of a New Zealand regional bank were used in combination with the bank's own customer contribution data for each of those respondents. Results indicate that although share of wallet might be used as a proxy for customer contribution at a macro level of customer classification, details of specific financial relationships customers have with their main bank are still necessary. Nevertheless, share of wallet ought to become a standard entry in a bank's customer database.