1、 毕业论文 基于顾客满意度下*高校商业银行ATM机发展 现状问题分析 专业名称： 市场营销 班 级： 学生姓名： 学 号： 指导教师： 二零一五年六月 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*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
2、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* 为例，本文对*7 所高校进行问卷调查，分析了*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；*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,f
3、inancial industry faces increasingly fierce competition,customer satisfaction for bank reputation risk prevention and management has very important influence.To gain a foothold and win customerstrust,commercial Banks need to improve satisfaction of customers.ATM machine is widely used in banking sel
4、f-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
5、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
6、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 .1 1.1 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 4
