Bank services still lagging, customers say

Chinese banks must cater to the maturing and sophisticated demands of their customers by improving their services, a survey by an independent marketing firm shows.

The survey on Chinese bank customers' loyalty and satisfaction was conducted by Synovate, a member of the world's leading marketing communications company, Aegis Group. It was carried out between 2005 and 2007, a period that saw dramatic growth in China's banking industry.

It randomly picked 800 customers from China's major banks, including Industrial and Commercial Bank of China (ICBC), China Construction Bank (CCB) and China Merchants Bank.