g证 券j营业部基于顾客满意服务营销分析-marketing analysis of g certificate j business department based on customer satisfaction service.docxVIP

ABSTRACTproblem on the base of “Service satisfaction indices” in the J branch. By utilizing the relations between the service marketing and the customer satisfaction, it taking research from the related service product, the service channel，the service price, the servicepromotion，the service physical evidence , the service personnel, the service brandmarketing, the service process, the service recovery and serve innovation and so on; By the same time, it proposed the service marketing plan which was based on attribute satisfaction, result satisfaction and the goal satisfaction what was according to the customer satisfaction stage.The result of this article has a certain helpful function to improve its level of service, be better to meet customer needs, to enhance the customers satisfaction for securities Company G branch J. It also has a certain realistic significance for another securities Company of this city and securities field to formulate the service marketing plan which is conform to themselves to enhance the customers’ satisfaction.KEY WORDS： Securities company branch, the Service Marketing, the Customer satisfaction目录目 录摘要...............................................................I第一章 绪论..........................................................1 1.1 背景及问题提出 .............................................................................................................11.2 研究目的与意义 .............................................................................................................21.3 服务营销理论基础.........................................................................................................31.4 研究思路、方法和框架..............................................................................................10第二章 G 证券 J 营业部现状分析 122.1 中国证券市场现状.......................................................................................................122.2 G 证券 J 营业部介绍 132.3 G 证券 J 营业部服务满意度调查及分析 142.3.1 调查目的、范围及方式 .................................. 142.3.2 调查结果分析