Study on the Customer Satisfaction Index of Chinese Commercial Banks- Take ICBC as Example

This thesis made an empirical analysis of influencing factors of customer satisfaction on Chinese commercial banks. In the study a measure and appraisement model for customer satisfaction, which is adaptable to Chinese commercial banks, was designed by theoretical analysis and on the basis of other academicians' relative study. Meanwhile, the author took ICBC as example to obtain data by survey questionnaires, and verify and modify the model using descriptive statistical and regressive analysis on SPSS. In the end of the paper the author achieved the conclusion and suggestions in order to contribute to the improvement of Chinese commercial banks' customer satisfaction.