基于顾客满意下山西高校商业银行ATM机发展现状问题分析.docVIP

毕业论文 基于顾客满意度下山西高校商业银行ATM机发展现状问题分析 摘要 随着我国金融业的对外开放发展及科学技术的日益进步，我国金融业的竞争日益激烈化，顾客满意度对银行声誉风险的防范与管理有着非常重要的影响。商业银行要想站稳脚跟赢得顾客信任，就需要提高顾客满意度。ATM自动取款机在银行自助交易中得到广泛应用，是银行交易主要方式之一，成为现代商业银行交易的主要渠道。本文基于顾客满意度的基础上，结合地域调查根据山西商业银行的实际情况，从高校商业银行ATM的角度对我国商业银行的进一步发展进行了较为深入的研究探讨。ATM机自动设备的便捷性使得高校学生颇为青睐，但其发展仍存在很多问题。以山西为例，本文对山西7所高校进行问卷调查，分析了山西高校商业银行ATM的发展现状，并提出相应的发展对策，以期为商业银行及相关部门制定相应的政策提供依据。 关键词：顾客满意度；山西高校；商业银行；ATM；发展对策 Abstract With the development of financial industry,which opening to the outside world,and the increasing progress of science and technology in China,financial industry faces increasingly fierce competition,customer satisfaction for bank reputation risk prevention and management has very important influence.To gain a foothold and win customers’trust,commercial Banks need to improve satisfaction of customers.ATM machine is widely used in banking self-help deal,is one of the most important way of bank transactions and it has become the main channel of modern commercial bank transactions.This article is based on customer satisfaction,according to the geographical investigation and actual situation of commercial Banks in Shanxi Province,from the perspective of commercial bank ATM in university,making further research concerning the further development of commercial bank in China.Convenience of ATM makes the college students are in favor of automatic equipment,but there still exist many problems.Take Shanxi Province for example,according to the questionnaire survey of seven universities in shanxi Province,the paper analyzes the development status of the commercial bank,and puts forward the corresponding countermeasure,in order to provides the basis for commercial Banks and the relevant departments in formulating corresponding policies. Keywords：customer satisfaction;Shanxi university;business bank;ATM;development countermeasures  目录 1 绪论 11.1 选题的背景及意义 1 1.2 中外文献综述 1 1.3 研究思路与方法 3 1.4 顾客满意度的概述 5 2 基于顾客满意度下山西高校商业银行ATM的发展现状统计分析 5 2.1 商业银行ATM的功能质量影响顾