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
Keywords:
Customer complaints, Governance strategies, Commercial banks, ICBC Nanzheng bankAbstract
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.References
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