Research on the Coordinated Development of Consumer Rights Protection and Business Management in Commercial Banks
Deepening the development plan of inclusive finance and protecting con-sumer rights are key to achieving national strategic goals,closely related to the well-being of the people.Financial institutions actively adapt to such changes in the situation,but there are still corporate culture construction ideas that have not been effectively integrated into the formulation and implementation of strategic plan-ning,and have not formed a core competitiveness that promotes business develop-ment and cultural construction.In the process of service management,the customer-centric service concept of practitioners still needs to be strengthened,and the serv-ice process needs to be simplified.In terms of complaint management,some finan-cial institutions passively respond and are lack of unified management.The respon-sibilities of the complaint management front,middle,back office,and various lines are not clear.Insufficient emphasis is placed on the monitoring,analysis,feedback application,and warning analysis of customer complaints.There are deficiencies in the exploration and accumulation of the experience in handling customer complaints mechanisms.By constructing a performance evaluation model for consumer rights protection and a complaint management model,and using information technology such as neural networks.The study explores how to build a customer-centric finan-cial institution management system by through corporate culture construction,opti-mize financial institution service management,and improve the quality and efficien-cy of complaint handling,in order to promote high-quality business development of financial institution.
Consumer ProtectionComplaint ManagementService ManagementCultural Construction
万方数据
维普
