Author(s)

Cheng Liu

Affiliation(s)

Industrial and Commercial Bank of China Co., Ltd. Nanchong branch, Nanchong 637000, Sichuan, China.

Corresponding Author

Cheng Liu

ABSTRACT

This study analyzes the current situation of customer complaints in Industrial and Commercial Bank of China (ICBC) Nanzheng Bank (hereinafter referred to as ICBC Nanzheng Bank), and then puts forward an effective response strategy for the follow-up work. Through multi-channel and multi-method research on the current situation of customer complaints, we analyze the deep-rooted reasons for their existence, formulate effective response strategies, and provide references and suggestions for ICBC Nanzheng Bank to improve its service quality and customer satisfaction.

KEYWORDS

Customer complaints; Governance strategies; Commercial banks; ICBC Nanzheng bank

CITE THIS PAPER

Cheng Liu. A study on the current situation analysis of customer complaints and key governance response strategies in commercial banks-Industrial and Commercial Bank of China (ICBC) Nanzheng bank, for example. Trends in Social Sciences and Humanities Research. 2024, 2(5): 36-49. DOI: 10.61784/tsshr3047.

REFERENCES

[1] Use his force New changes in hot bank complaints. China Finance, 2018 (9): 102.

[2] Wang Chaodi. Research Group of Shandong Banking Regulatory Bureau Thoughts on the Protection of Banking Consumers' Rights and Interests. China Finance, 2012 (22): 23-24.

[3] Wu Guoping. Analysis on the influencing factors of customers' non complaint when encountering service errors - taking the banking industry as an example. Zhejiang Finance, 2014 (5): 52-55.

[4] Zhu Xiaochuan. Consumer complaint channels and non litigation dispute settlement mechanisms in the banking industry -- taking the United States and Britain as examples. Financial Theory and Practice, 2013 (8): 98-104.

[5] Yu Baofu, Sui Ling. Causes and countermeasures of customer complaints of commercial banks. Financial Forum, 2010, 15 (6): 76-80.

[6] Li Jinze. Improve the management framework for the protection of consumer rights and interests of banking institutions -- and comment on the Notice of the CBRC on Improving the Customer Complaint Handling Mechanism of Banking Financial Institutions to Effectively Protect Financial Consumers. Banker, 2012 (8): 116-119.