Customer Satisfaction Assessment in Banks

Abstract

The Chinese banking industry's physical services have been severely impacted recently. The service model of major types of banks in China has undergone relatively significant changes. This study aims to assess customer satisfaction for various kinds of banks in China in recent years. Based on the data from the China Banking and Insurance Regulatory Commission for the past three years, we conducted a spss analysis on these data. Specifically, the factors affecting bank customer satisfaction were mined through comparative analysis, factor analysis, and ANOVA. A data set study demonstrated that customer satisfaction of different bank categories was not merely about deposits and loans but more about service experience and quality wealth asset allocation. The results indicate that to maintain their banking edge in the current economic downturn, all categories of banks must keep up with the social environment and pay sufficient attention to finance business.