：随着信息技术的快速发展，全球智能化趋势日益明显。科技 的进步在创新商业模式的同时，也使商业银行的传统业务市场受到了 严重挤压，银行之间的竞争日益激烈。面对互联网金融快速发展带来 的冲击以及客户金融消费偏好的加速变化，商业银行必须进行智慧化 的改造才可以获取更多的客户资源，获得持续稳定的发展。以客户为 中心，提升顾客满意度水平，是银行提高服务质量，保留老客户，发 展新客户的关键。 本文首先从银行智慧化的相关理论出发，从银行智慧化的概念与 内涵、银行智慧化建设的必要性和现状分析等几个方面阐述了银行智 慧化的相关内容。然后介绍了顾客满意度评价的定义和国内外研究现 状以及测评方法。根据满意度测评指标选取的原则和方法，将银行智 慧化与顾客满意度有机结合，确定了顾客对银行智慧化的满意度研究 的指标体系。通过问卷调查的方法对中国银行HN分行的客户进行了 调查分析，最终通过因子分析将顾客满意度的影响因素归纳为智慧平 台便利、安全、效率、价格和营销五个方面。问卷调查的总体满意度 较高，达到满意级别，其中智慧平台便利和效率取得了较好的结果， 但智慧平台安全、价格和营销还有一定的提升空间。针对分析数据， 本文提出了几点建议来提高顾客满意度。 关键词：商业银行；中国银行；智慧化；顾客满意度 II RESEARCH ON CUSTOMER SATISFACTION DURING BANK INTELLIGENCE: A CASE STUDY FROM THE HN BRANCH OF BANK OF CHINA Cao Niansi (Business Administration) Directed by Li Peisi Abstract: With the rapid development of information technology, global intelligence is more and more important. The advances in technology has changed business model, squeezed the traditional business market and increased the competition of commercial banks. In the face of developing internet finance and variable consumption habits of customer, only with intelligent transformation can commercial banks get more customers and stable growth. It is the key to improve the service quality, retain current customers and get new ones by taking the customer-oriented principle and increasing the customer satisfaction index (CSI). This paper began with the theory of commercial bank intelligence, and then described its concept, necessity and previous studies of constructing the smart bank. In addition, we introduced the definition of customer satisfaction and its evaluation methods all over the world. Based on the principle and method of index selection and combined the commercial bank intelligence and customer satisfaction, the indexes of customer satisfaction during the development of smart bank were III determined. We carried out the questionnaire on the customers of HN branch of Bank of China and got five aspects of convenience, safety, efficiency, price and marketing of intelligent equipment that can influence the CSI according to factor analysis. The total CSI scores in the questionnaire is high and match the level of satisfaction. Both of the convenience and efficiency of intelligent equipment are better than the security, price and marketing, the latter should be improved significantly. Finally, some suggestions were proposed to increase the CSI during the intelligence of commercial bank. Keywords: Commercial bank; Bank of China; Intelligence; Customer satisfaction index 目 录 摘要 ............................................................................................................. I Abstract ...................................................................................................... II 第1章 绪 论 ........................................................................................ 1 1.1 研究背景 ...................................................................................... 1 1.2 研究意义 ...................................................................................... 4 1.2.1 理论意义 .............................................................................. 4 1.2.2 实践意义 .............................................................................. 4 1.3 国内外研究现状 .......................................................................... 4 1.3.1 国外研究现状 ...................................................................... 4 1.3.2 国内研究现状 ...................................................................... 6 1.4 研究内容 ...................................................................................... 7 1.5 研究方法与技术路线 .................................................................. 8 1.5.1 研究方法 .............................................................................. 8 1.5.2 技术路线 .............................................................................. 8 第2章 顾客对银行智慧化的满意度研究的理论基础 ........................ 11 2.1 银行智慧化理论 ........................................................................ 11 2.1.1 银行智慧化的含义 ............................................................ 11 2.1.2 银行智慧化的特征 ............................................................ 11 2.1.3 智慧化对银行的影响 ........................................................ 12 2.1.4 智慧化对客户的影响 ........................................................ 12 2.2 银行顾客满意度理论 ................................................................ 13 2.2.1 银行顾客满意度定义 ........................................................ 13 2.2.2 银行顾客满意度构成要素（指标体系） ........................ 14 2.2.3 银行顾客满意度评价方法 ................................................ 14 2.3 本章小结 .................................................................................... 15 第3章 顾客对中国银行HN分行智慧化的满意度指标体系构建 .... 17 3.1 顾客对银行智慧化的满意度指标体系研究 ............................ 17 3.1.1 指标选取的原则 ................................................................ 17 3.1.2 指标选取的过程 ................................................................ 18 3.1.3 指标体系的构成 ................................................................ 19 3.1.4 评价指标的量化 ................................................................ 21 3.2 本章小结 .................................................................................... 21 第4章 顾客对中国银行HN分行智慧化的满意度调查 .................... 23 4.1 银行智慧化对顾客满意度影响的调查问卷设计与实施 ........ 23 4.1.1 调查问卷的内容 ................................................................ 23 4.1.2 调查问卷的发放与数据收集 ............................................ 23 4.2 调查数据的样本分布 ................................................................ 23 4.3 调查数据的信度和效度检验 .................................................... 25 4.3.1 信度检验 ............................................................................ 25 4.3.2 效度检验 ............................................................................ 26 4.4 本章小结 .................................................................................... 29 第5章 顾客对中国银行HN分行智慧化的满意度评价 .................... 31 5.1 总体评价 .................................................................................... 31 5.1.1 评价方法 ............................................................................ 31 5.1.2 样本数据的描述性分析 .................................................... 31 5.1.3 确定测评指标权重 ............................................................ 32 5.1.3.1 二级指标权重的确定 ............................................... 32 5.1.3.2 三级指标权重的确定 ............................................... 33 5.1.4 顾客满意度指数 ................................................................ 35 5.2 不同顾客满意度差别分析 ........................................................ 36 5.3 本章小结 .................................................................................... 41 第6章 中国银行HN分行智慧化提升顾客满意度的对策 ................ 43 6.1 优化智慧化平台的便利性 ........................................................ 43 6.1.1 升级设备，保证数量 ........................................................ 43 6.1.2 增加银行员工的指导 ........................................................ 44 6.2 提高智慧化平台的安全性 ................................................