The Analysis On The Problem Of Customers Waiting For A Long Time For Business In Chinese State-owned Commercial Banks And The Study Of Countermeasures Of Service Marketing

With China economy' developing quickly, people is involved in finance activities more and more positively and frequently. Meanwhile, there are such notable phenomena that depositors wait for a long to deal with business before the counters in bank networks of four stated-owned banks such as ICBC,CCB,ABC and BOC. Otherwise, China will open its finance market and cancel all policy protect for domestic banks. And foreign banks will compete with domestic banks directly. For this, what market operation countermeasures and what serve statistics should state-owned banks take to deal with the question of bank queue effectively and meet tough competition in the market?This thesis choices four state-owned bank networks and serve statistics as main study objects, based on the analysis of long customers' queue in state-owned bank and current situation faced by state-owned bank. From the perspective of the sense of service and marketing strategies, it hopes to find feasible serve strategies to deal with the question of the customers' queue in bank by empirical analysis and normative analysis, which include full-scale exchanges between four state-owned banks etc. By this, we can improve the level of state-owned banks' serve marketing. This thesis expounds and emphasizes that our state-owned banks should have whole values and the sense of service as heavyweight economy systems with Chinese characteristics.